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Supervisor, Customer Support I

Company: BSH Home Appliances Corporation
Location: New Bern
Posted on: June 9, 2021

Job Description:

BSH Home Appliances Corporation Top Employer US, Great Place to Work

Tomorrow is our home.

Find out how easily you can achieve at BSH Home Appliances Corporation. As a leading manufacturer of home appliances and solutions, we encourage commitment and open-mindedness among our employees. With our global brands Bosch and Gaggenau as well as our local brand Thermador, our focus truly is on innovation. This inventiveness also drives the way in which we cooperate, exchange ideas and organize our teams. Everyone is invited to make their individual contribution to our overall success. Join us now and give your career a home.

Supervisor I, Customer Support,

M-F 10:00am - 7:00pm

New Bern, NC Full Time

Ensures a high level of customer and employee satisfaction. Provides superior support to customers and an enjoyable environment for employees. Arbitrate and resolve customer and employee issues in a fair and equitable manner. Understands department functions, responsibilities, polices, and procedures on a daily basis. Works in a fast paced and demanding work environment and presents a professional image to both customers and employees.


  • Preserve or restore the reputation of BSH brands as the premier supplier of high end home appliances.

  • Ensures staff is highly trained, motivated, and promotes continuous improvement.

  • Ensures direct reports follow up with customer complaints in a timely manner.

  • Monitor correspondence to customers and provide feedback for improvement for all direct reports.

  • Maintain extensive knowledge of features and troubleshooting for all BSH products.

  • Develops and maintains operational procedures for the department and directs all necessary administrative functions.

  • Hires and ensures proper training to the contact center staff.

  • Monitors schedule adherence for all direct reports.

  • Build and lead a strong and motivated team to achieve set/agreed targets while maintaining quality standards.

  • Be aware of call/email traffic across the contact center in the absence of contact center operations specialist.

  • Identify system and procedural problems within the contact center and suggest solutions and recommendations for change.

  • Effectively resolve complex customer complaints and personnel issues.

  • Maintain high level of confidentiality when dealing with personal issues within the team

  • Adhere to all company processes, procedures, policies, and standards.

  • Complete all other tasks as assigned.

Your Profile

Job Qualification Requirements:

High-School Diploma Required

Two-Year College Preferred


  • Must exhibit strong leadership qualities as well as strong listening skills.

  • Must be detailed oriented and be able to meet deadlines.

  • Must be computer literate and type a minimum of 35 WPM.

  • Must be flexible in regards to work schedule with the ability to work weekends and/or holidays if requested.

  • Must have excellent verbal and written communications skills.

  • Ability to work as an individual while contributing to the overall success of the team and department.

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

  • Ability to defuse and solve difficult customer situations.

  • Proficient in Microsoft Office products (Word, Excel, PowerPoint, Outlook)


3-5 Years Managerial Experience in Customer Service Department Required

3-5 Years Direct Contact Center Experiencer Preferred

Your Benefits

A comprehensive benefits package including paid vacation, holidays, medical, dental, vision, life insurance, disability insurance, educational assistance and a 401(k) plan.

Further information

  • Please visit career.bsh-group.com to learn more about what makes BSH a Top Employer
  • This position is eligible for the BSH Associate Referral Program.
  • EOE / AA Employer
  • We participate in E-Verify

Keywords: BSH Home Appliances Corporation, Jacksonville , Supervisor, Customer Support I, Other , New Bern, North Carolina

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