Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. More information is available at www.boschservicesolutions.com. BMW Connected Drive: https://www.bmwusa.com/explore/connecteddrive.html 

Company benefit are eligible from Day 1 of employment, includes but not limited to the following:

Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, TelemedicineTime off: PTO, PAA (sick), paid company holidaysRetirement: 401k and Roth IRA with company matchCompany paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D CoverageAdditional Benefits: Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts BonusesSalary commensurate with market rates, Shift Differential Payment

Job Description

The BMW Roadside Assistance (RSA) Automotive Diagnostic Agent will be responsible for providing technical product support to clients and customers of BMW. The Automotive Diagnostic Agent will use advanced troubleshooting and problem solving skills along with BMW Roadside Assistance technical knowledge to assist customers in case of a breakdown.  

Will have a full understanding of the BMW RSA program and be able to troubleshoot possible outcomes for service dispatch.

Handle inbound and outbound phone calls with support of BMW BASE, ASD toolsConduct research to understand, explain, and resolve technology issuesEnsure response times are quick and effective to appropriately resolve requestsFull understanding of BMW RSA programLearn and understand Policy and procedureExclusions awarenessAct as the point of contact for all Specialists on duty during your shift as well as the point of escalation for any situation on the production floor  Consistent communication with the team regarding Client and Customer needs, updates and changes

QualificationsAuto shop experience is preferredEight of the nine ASE courses completed and have certificate documenting trainingMinimum of High School DiplomaAssociates or Bachelors preferredNo experience working in a call center environment requiredCandidates will receive basic call trainingProficient in Microsoft Office and web based applicationsStrong interpersonal and organizational skillsExhibit high level of professionalism in interactions with colleagues, Team Leaders, Operations Managers, etc.Must provide excellent customer serviceMust have professional phone etiquetteProblem solving and decision making skills and sound judgementWilling to learn automotive systems and stay updated in automotive technologyWillingness to learn and grow with the programPositive and ability to help othersExtended and/or weekend hours maybe be requiredBilingual in English and Spanish AND/OR Portuguese

Additional Information

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors. More information is available at www.boschservicesolutions.com.

All your information will be kept confidential according to EEO guidelines.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

FIRST Robotics (For Inspiration and Recognition of Science and Technology)

AWIM (A World In Motion)

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.