The Customer Service Specialist serves as a key advocate for Bosch Thermotechnology customers across North America, delivering Tier 2 support that ensures a seamless, positive, and efficient experience. This role is central to enhancing our customer journey through personalized assistance, proactive communication, and modern support tools—including automation, self-service, and multi-channel live support.

Key Responsibilities

• Provide elevated customer support by using strong problem-solving and communication skills to quickly understand concerns, resolve issues, and reduce customer effort.

• Support Tier 1 agents by handling escalated questions about product and part selection, pricing, availability, order status, and any inquiries requiring deeper expertise.

• Oversee customer orders from entry to delivery, ensuring accuracy, clarity, and timely communication throughout the process.

• Identify opportunities to improve the customer experience by suggesting process enhancements and sharing customer insights with leadership.

• Strengthen customer relationships by maintaining an advanced understanding of Bosch Thermotechnology products, services, and tools to deliver confident, knowledgeable service.

• Uphold high service standards by following established guidelines for call quality, communication clarity, and order accuracy.

• Collaborate across teams to support sales opportunities, improve customer satisfaction, and ensure a unified service experience.

• Perform additional duties as needed to provide best-in-class customer service.

• Minimum of 3 years in a customer support role such as contact center, inside sales, or account management.

• Strong computer skills, including navigating multiple systems and screens at once.

• At least 3 years’ experience with Microsoft Office (Word, Excel, PowerPoint).

• Experience using remote communication tools (e.g., Skype, Teams).

• High school diploma required; college degree preferred.

Preferred Qualifications

• Strong problem-solving, critical-thinking, and initiative-taking abilities.
• Self-driven and able to resolve issues with a positive, customer-focused approach.
• Strong analytical skills with the ability to propose effective solutions.
• Demonstrated patience, empathy, and professionalism when interacting with customers.
• Positive attitude with a commitment to team and individual goals.
• Excellent verbal and written communication skills.
• Experience in HVAC or hydronic heating is a plus.
• Experience with SAP preferred.
• Comfortable working in a dynamic environment and contributing to continuous improvement.
• Working proficiency in French, Spanish, and/or Portuguese is a plus.

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.

Equal Opportunity Employer, including disability / veterans

Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.

Your well-being matters at Bosch! We offer a competitive compensation and a benefits package designed to empower you in every area of your life. This includes premium health coverage, a 401(k) with generous matching, resources for financial planning and goal setting, ample paid time off, parental leave, and comprehensive life and disability protection. We're investing in your success!

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