Company DescriptionnnRobert Bosch LLC is one of the world's largest private industrial companies. At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Bosch Home Comfort is a leading source of high-quality heating, cooling and hot water systems. At Bosch Home Comfort we are committed to reinventing energy efficiency by offering smart products that work together as integrated systems and enhance quality of life in an ultra-efficient and environmentally friendly manner.nnCome Join us in Londonderry. NH and learn how we work #LikeABosch!nnJob DescriptionnnJob Duties & Responsibilities:nnThe 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.nnUse 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.nnAssist Tier 1 Customer Service with escalated requests for product/part selection, order status, price and availability and other inquiries as needed.nnMonitor and administer open orders from order entry (automated and manual) to receipt of shipment at customer addressnnSupport opportunities to drive profitability through process improvement and direct sales opportunities.nnDevelop advanced knowledge of Bosch Home Comfort products and services.nnAdhere to program guidelines and processes for Call Quality and Order Accuracy.nnPerform other duties and responsibilities as necessary.nnQualificationsnnBasic Qualifications:nnMinimum 3 years in a contact center, inside sales or account management customer support role.nnComputer skills, including navigating multiple open tabs, systems and processesnn3+ years of experience with Microsoft Office (Outlook, Word, Excel, PowerPoint)nnExperience using collaboration tools for remote work (Microsoft Teams)nnHigh school diploma required, college degree a plus.nnPreferred Qualifications:nnStrong problem solving and critical thinking skills. Willingness to take initiative.nnSelf-directed with the ability to problem solve in a positive, productive mannernnStrong analytical skills with the ability to evaluate, develop, and deliver alternative courses of actionnnAbility to exhibit patience and empathy and express assurance and confidencennA positive attitude and mindset to achieve individual and team goals.nnAbility to communicate effectively, both orally and in writing.nnExperience in HVAC/ Hydronic Heating Industry a plusnnExperience with SAP a plus.nnComfortable with change and leading from where you are.nnAdditional InformationnnAll your information will be kept confidential according to EEO guidelines.nnNo sponsorship available.nnWork Environment:nnThis is not a dedicated work from home position and requires the employee to live in a commutable distance from our Londonderry, NH facility.nnSignificant use of computer and phone for daily work.