Company DescriptionBosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at www.boschservicesolutions.com. RSA: https://www.bmwusa.com/explore/connecteddrive.html Company benefits are eligible from Day 1 of employment, includes but not limited to the following:
Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
Time off: PTO, PAA (sick), paid company holidays
Retirement: 401k and Roth IRA with company match
Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
Additional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
Salary commensurate with market rates, Shift Differential Payment
Job DescriptionBosch Service Solutions is a 24 x 7 operation. Schedule for this specific position is:Monday – Friday 1pm - 9pm, Saturdays and Sundays offThe Customer Service Specialist position is responsible for answering incoming calls and providing excellent customer service to BMW Roadside Assistance customers, and Safety Recalls , following program guidelines and call center standards.General Job Responsibilities:
The position will be supporting the RSA Team
Knowledge of BASE, for checking VIN, experience in BASE to view vehicle/customer information.
Creation of all Knowledge Management and Repair Information within WHS CRM system.
Excellent verbal and written communication skills for professional interactions over the phone and via email with BMW dealerships, customers, and the BMW RSA client.
High level of existing program knowledge to provide accurate and correct advice for floor support including troubleshooting and problem solving.
Act as first level point of contact for escalations between customer and specialist in attempt to resolve before involving a TL.
Understanding of how service level is calculated on BMW RSA project, how scheduling or adherence can affect overall SL.
Assume TL duties in the event that a TL is not on duty including providing feedback or conducting team meetings.
Exhibit high level of professionalism in interactions with colleagues, TLs, OPMx, etc.
Directly influence KPI's for Help By Phone Target to reach goal of 20% of calls.
Qualifications
Minimum of High School Diploma.
0-2 years of experience working in a call center environment.
Excellent communication skills, both verbal and written.
Proficient in Microsoft Office and web-based applications.
Knowledge of customer service.
Strong interpersonal skills.
Strong organizational skills and attention to detail.
Ability to work in a fast-paced environment with daily work processing deadlines.
Ability to work effectively without supervision.
Strong in leadership, empathy, communication, and team orientation.
Additional InformationBosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at www.boschservicesolutions.com.All your information will be kept confidential according to EEO guidelines.BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) InitiativesFIRST Robotics (For Inspiration and Recognition of Science and Technology)AWIM (A World In Motion)Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.