Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. 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 as well as information and communication technology._**Qualifications** Job Purpose**:The position is responsible for answering incoming calls and providing excellent customer service to vehicle owners following program guidelines and call center standards such as but not limited to:- Coordinate Emergency Response Support- Roadside Assistance- Stolen Vehicle Tracking- Remote Door Unlock/Lock- Account Management- Concierge Services**Essential Functions**:- Respond to incoming calls from customers and provide accurate answers and guidelines related to the Automotive Multi-Client programs.- Respond to emergency calls from customers who experienced an automobile accident and coordinate the appropriate steps to engage the emergency response support system(s).- Respond to customers who require roadside assistance or other remote services such as stolen vehicle tracking and remotely locking/unlocking doors.- Develop customer relationships that contribute to business objectives and promote customer loyalty.- Research and resolve customer questions and issues to ensure customer satisfaction and retention.- Troubleshoot account related issues and submit incident tickets using a web based system to escalate customer issues as needed**Additional Information**- ** Bilingual(English/Spanish) 90% Proficiency**:- Minimum of High School Diploma- 2 years of experience working in a call center environment- Excellent communication skills, both verbal and written- 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- Ability to be flexible and adaptable to support operational needs
