Customer Service Specialist

Job Duties & Responsibilities:The Customer Service Specialist provides Tier 2 Customer Service to consumer and business customers for Bosch Home Comfort in North America (HCNA).  This role contributes to shaping next generation customer support through automation, self-service, artificial intelligence, and multi-channel live agent support.Use expert problem solving and communication skills to identify customer experience pain points, take care of immediate customer concerns, and participate in initiatives for continuous improvement.Assist Tier 1 Customer Service with escalated requests for product/part selection, order status, price and availability and other inquiries as needed.Monitor and administer open orders from order entry (automated and manual) to receipt of shipment at customer addressSupport opportunities to drive profitability through process improvement and direct sales opportunities.Develop advanced knowledge of Bosch Home Comfort products and services.  Adhere to program guidelines and processes for Call Quality and Order Accuracy.Perform other duties and responsibilities as necessary.