The Service Business Support Agent is responsible for providing customer service support using a variety of channels including 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 if needed.

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 operation manuals, product specification 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 consumers issue and log the information into the consumers' account.
• Maintain a balance between company goals and consumer desires. Handle issues in the best interest of both Miele and the consumer.
• Research and answer an 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

• The 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.

Physical Requirements

• Ability to sit/work for 8 hours within an office environment.

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