Customer Support Team Lead

BSH Home Appliances Corporation – Top Employer US 2024

Tomorrow is our home.

At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, and Thermador, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. You Belong Here.

Customer Support Team Lead

Remote / Full-time

Your responsibilities

The Customer Support Team Lead provides customers with information for inquires, regarding products and service. The Team Lead handles complaints with the utmost quality and professionalism and creates a positive impression of the company. Assists with supervisory duties when requested or in the absence of their supervisor. Supports the team to ensure high overall team performance and KPI achievement.

·        Assists in training, developing, and coaching team members to provide excellent customer service and responsiveness to customer demands.

·        Provides support to management to make sure all expectations, KPI’s are delivered in a timely manner.

·        Builds positive relationships with Sales and other departments to build collaborative culture to assist with customer demands.

·        Improves and offers solutions to support management and the team.

·        Flexibility in managing multiple tasks at one time, creating a positive team environment, and communicating goals effectively.

·        Take escalations and assist in escalated customer cases.

·        Acknowledging the importance of collaboration with others and the supportive nature of their team to the overall customer experience

·        Showing initiative without being asked and resolving complex issues.

·        Monitors group email to make sure all tasks are up to date in a timely manner.

·        Maintains a general knowledge of all product brands and any changes.

·        Acts as a resource to their team in absence and in support of manager/supervisor.

Your profile

•        High-School Diploma or GED Equivalent – Required
•        Two-Year College - Preferred
•        0-2 Years of Customer Service Experience – Required
•        0-2 Years of Call Center Background Experience – Required
•        0-2 Years of Domestic Appliance Industry Knowledge/Experience – Preferred

·       Excellent communication skills – written and verbal.

·       Detail oriented, accuracy minded, organizational skills, and team management skills.

·       Strong analytical and troubleshooting skills.

·       Flexible regarding work schedule with the ability to work holidays and weekends.

·       Proficient in the use of computers and various applications

·       Microsoft Office applications, Chrome, Edge and Microsoft Teams.

·       Type a minimum of 35 WPM. 10 key a plus.

·       Ability to work as an individual while contributing to the overall success of the team and department with minimal supervision.

·       Ability to multi-task and work under pressure in a high call volume environment

·       Ability to defuse and solve difficult customer situations by providing empathy, validation, and resolution(s)

-        Travel Percentage – 10%

Your Pay & Benefits

The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document.

 Benefits offered include the following:

·        Medical, dental, vision, life insurance, short- and long-term disability benefits, employee assistance program (EAP), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire.

·        Wellness Plan that allows participating employees to earn lower medical care premiums.

·        401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service.  The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and also includes an annual employer-funded profit-sharing contribution dependent on company profitability.

·        Two weeks of paid vacation for all non-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH.

·        Unlimited paid vacation for all Director and above level positions.

·        The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non-Production Line).

·        40 hours of paid personal leave (Production Line).

·        12 days of paid holidays per year (max 8 hours paid per day).

·        Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program.

·        BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions.

Further information

Please visit career.bsh-group.com and learn about what makes BSH a Top Employer!

At BSH we appreciate everyone's uniqueness and value diversity as key for our business success. By including everyone and ensuring equal opportunities we unleash our full potential - EOE / AA Employer.    

This position is eligible for the Employee Referral Bonus program.

We participate in E-Verify.