BSH Home Appliances Corporation – Top Employer US, Great Place to Work
Tomorrow is our home.
Find out how easily you can achieve at BSH Home Appliances Corporation. As a leading manufacturer of home appliances and solutions, we encourage commitment and open-mindedness among our employees. With our global brands Bosch and Gaggenau as well as our local brand Thermador, our focus truly is on innovation. This inventiveness also drives the way in which we cooperate, exchange ideas and organize our teams. Everyone is invited to make their individual contribution to our overall success. Join us now and give your career a home.
Customer Support Manager
New Bern, NC / Full-time
Job Summary
Manages and oversees the delivery of contact center based customer service activities and operations and oversees the supervisors at the site, including the appliance replacement (AR) function, through oversight of the specialized team. Ensures a high level of customer and employee satisfaction; delivering the KPI goals while providing superior support to customers and an enjoyable environment for employees. Arbitrate and resolve customer and employee issues in a fair and equitable manner. Understands and maintains department functions, responsibilities, polices, and procedures on a daily basis. Works in a fast paced and demanding work environment and presents a professional image to customers, employees, and the appliance industry.
Job Functions
- Maintains an in-depth awareness of, Bosch, Gaggenau, and Thermador full product line, basic characteristics, model features and related areas via training, product literature, sales literature, etc.
- Deals with escalated issues and works to resolve to the customer’s satisfaction, keeping business requirements in mind.
- Implements and manages the Irvine site and its programs to meet the goals set by upper-level management.
- Manage and monitor KPI’s for product exchange team to ensure seamless transition from approved exchange to new appliance replacement.
- Follows, maintains and develops where necessary operational procedures for the department and directs all necessary administrative functions.
- Be constantly aware of call and email traffic across the Contact Center to ensure high departmental performance.
- Effectively resolve complex customer complaints by using interpersonal skills together with the knowledge of the company infrastructure in order to rebuild customer confidence.
- Identify system and procedural problems within the Contact Center, suggest solutions and recommend change.
- Hires and ensures proper training to the Contact Center support staff.
- Ensures supervisory staff is highly trained, motivated, and promote continuous improvement.
- Establishes working relationship with all Supervisors, Site Managers and other departmental Managers.
- Directly responsible for performance of Supervisors and their teams at the Irvine site.
- Be sensitive and flexible to the work environment and react quickly to environmental change.
- Build and lead a strong and motivated team to achieve set/agreed targets while maintaining quality standards.
- Adhere to all company processes, procedures, policies, and standards.
- Responsible for reviewing and deciding disposition of product exchange cases for the Irvine Contact Center as well as other sites as necessary.
- Resolves escalated complaints with product exchanges through direct contact with customer when warranted.
- Ensures dealer credits and labor payments for product exchanges are handled accurately and efficiently.
- Oversee mailing of reimbursement checks to customers.
- Responsible for Social Media Coordinator and quick resolutions to Social Media complaints.
- As a team member, contribute to the overall success of the team and the company goals by maintaining reliable attendance, punctuality, focus and professionalism at all times.
- Perform all other duties as reasonably required that are consistent with both training and experience.
Specific Knowledge
- Must exhibit strong leadership qualities with the ability to interact with all levels of management, as well as having strong listening skills.
- Accurate and detailed-oriented work ability.
- Ability to meet deadlines.
- Computer literate with at least intermediate knowledge of MS Office.
- Must be flexible in regards to work schedule and ability to travel away from home as needed.
- Domestic and some International Travel
- Must have excellent verbal and written communications skills.
- Professional telephone presence/voice with good etiquette.
- Able to work independently while contributing to the overall success of the team and department with minimal supervision.
- Able to multi-task and work under pressure in a high call volume environment.
- Able to defuse and solve difficult customer situations.
- Prior customer service or contact center experience in a leadership capacity.
- Direct contact center experience preferred.
- Proficient in Microsoft Office products (Word, Excel, PowerPoint)
Educational Requirements
Education/Certificate
Specialization
Required/Preferred
High-School Diploma
Four-Year College
Travel Percentage: 30%
Your benefits
A comprehensive benefits package including paid vacation, holidays, medical, dental, vision, life insurance, disability insurance, educational assistance and a 401(k) plan.
Further information
- Please visit career.bsh-group.com to learn more about what makes BSH a Top Employer
- This position is eligible for the BSH Associate Referral Program.
- EOE / AA Employer
- We participate in E-Verify
Source: Indeed.com
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