Note: The job is a remote job and is open to candidates in USA. BSH Home Appliances Corporation is hiring a Customer Support Rep II to support customers who own BSH appliances. The role handles customer calls and emails, resolves complaints and inquiries, schedules service calls, orders replacement parts, and records customer interactions in the CRM.
Responsibilities
- Customer Support Rep II acts as an advocate for the customer, resolves complaints with the utmost quality and professionalism, creates a positive impression of the company, and strives to be the benchmark of the industry
- Primary responsibility to answer incoming customer calls with the goal of answering a minimum of eight calls per hour
- Utilize BSH software to schedule service calls and order replacement parts
- Resolve difficult situations with customers while maintaining composure and a professional demeanor
- Goal is to provide one call resolutions utilizing BSH support systems extensively
- Follow all scripts, Q&A sheets and other necessary communication documents when issued
- Log all calls and interactions from customers who own BSH appliances in CRM file
- Provide customers with answers to inquiries regarding products and services
- Utilizes personal coaching advice in continuous performance improvement
- Secondary responsibility is to respond to incoming emails from BSH brand email inboxes with a goal of responding to a minimum of seven emails per hour
- All other responsibilities as instructed by a Supervisor
Skills
- 0-2 Years of Experience (Office environment experience)
- 0-2 Years of Experience (Call center or customer support experience)
- Excellent communication skills – written and verbal
- Detail oriented, accuracy minded
- Strong analytical and troubleshooting skills
- Time management skills
- Strong organizational skills
- Strong team concept skills
- Proficient in the use of computers and various applications
- Microsoft Windows 7
- Microsoft Office applications – Outlook, Word, Internet Explorer
- BSH software and information networks – Training will be required
- Type a minimum of 45 WPM
- Ability to work in a fast-paced professional office environment
- Strives to reach set department goals
- Time management, multi-tasking, and ability to switch responsibilities quickly
- Adhere to company processes, procedures, policies and standards
- Associate degree – Preferred
- 10 key a plus
Benefits
- Annual bonus; incentive target: 1%.
- Medical, dental, vision, life insurance, short- and long-term disability benefits, employee assistance program (EAP), Adoption Benefits, HSA, FSA, and Dependent Care FSA, starting on the first day of the calendar month following date of hire.
- Eligible to participate in the 401(k) plan, which offers a fully vested 100% employer match on the first 4% of compensation contributed by employees.
- Annual employer-funded profit sharing dependent on company profitability.
- Opportunities for employees to participate in a company-sponsored Wellness plan and earn lower medical care premiums.
- 2 weeks of paid vacation for all non-temporary status new hires below Director level positions; vacation entitlement increases based on years of service with BSH.
- Unlimited paid vacation for all Director and above level positions.
- The greater of 40 hours of paid sick leave or state or local minimum requirements for paid leave (Non-Production Line).
- 40 hours of paid personal leave (Production Line).
- 12 days of paid holidays per year (max 8 hours paid per day).
- Employee, friends, and family discount program for company products.
- Ongoing product training, uniforms, computer tablet, cell phone, and a company vehicle for eligible positions.
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