Service Support Agent

Miele•Princeton, NJ

1d•$40,000 - $45,000•Hybrid

About The Position

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.

Requirements

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.
Understanding of basic domestic skills including cooking, cleaning, and laundry.

Nice To Haves

Prior experience with In-home service of consumer goods preferred.

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.