The Service Support Agent is responsible for providing customer service support using a variety of channels which include phone, e-mail, chat and social media to Miele consumers and Business Partners. Resolve consumer enquiries by problem solving, providing advice, troubleshooting, and scheduling of service technicians.
Your Responsibilities
- Answer inbound phone calls or emails from Miele consumers and business partners concerning their appliance needs.
- Troubleshoot the care and use of Miele appliances using operations manuals, product specifications sheets, and assorted tools over the phone.
- Assist consumers in setting up service repair for their appliances, check availability of technicians and make appointments for service calls.
- Facilitate resolution for consumer issues and log the information into the consumers' account.
- Maintain a balance between company goals and consumer desires. Handles issues in the best interest of both Miele and the consumer.
- Research and answer any installation or product specification questions our sales teams, dealers, and customers may have.
- Corresponds with Miele Service/Sales Management teams and other personnel, as well as Miele Service Partners (MSP's) to obtain required information, when needed.
What We Are Looking For
- High school degree or equivalent education is required.
- Ability to evaluate customer complaints, assess alternatives, and make solid, consistent decisions and/or recommendations as required.
- Good listening, written and verbal communication skills with proven ability to write clear, concise, and accurate messages.
- Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently.
- Must be self-motivated, detail-oriented, and highly organized.
- Ability to work independently with minimal instruction.
- Strong computer, data entry and organizational skills.
- Ability to learn and become proficient with internal programs and new software.
- Prior experience with In-home service of consumer goods preferred.
- Understanding of basic domestic skills including cooking, cleaning, and laundry.
Working Conditions
- This position is based within a Miele Service office and requires the representative to work out of the office under the company hybrid policy.
- 40 hours per week Monday through Friday with occasional overtime during select times of the year.
The salary range for this position is $40,000 to $45,000 annually plus bonus. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.
Benefits
- Comprehensive health, dental and vision insurance
- Wellness discounts on medical premiums
- 100% covered life and long-term disability insurance
- 401k with company match
- PTO + holidays
- Discounted gym membership
- Generous Employee Purchase Program
- Wellness and volunteer programs
Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V
