Customer Service Escalations Specialist
Miele Incorporated

Job Purpose

Demonstrates a high level of professionalism and ensures that Miele's standard of customer service is maintained to their customers. This position reports directly to the Quality Assurance Manager. Demonstrates a high level of professionalism and ensures that Miele's standard of customer service is maintained to their customers. This position reports directly to the Quality Assurance Manager.

Key Responsibilities

• Serve as the last point of escalation to resolve customer service-related complaints received via Executive Office, Consumer Support, Field Service, Social Media or Sales.
• Receive, document and respond promptly to resolve consumer complaints while providing quality customer service.
• Contact consumers to resolve issues via telephone or written format (letter or email).
• Task appropriate personnel with responding to and handling customer service issues.
• Maintain a balance between company goals and consumer desires. Handle issues in the best interest of both Miele and the consumer.
• Receive, investigate and process incoming service-related requests (e.g. damage claims, service exchanges, etc.) from internal and external customers.
• Work with consumer bureaus (e.g., Better Business Bureau, Consumer Affairs, etc.) to resolve consumer complaints.
• Receive, document and respond promptly to consumer complaints while providing quality customer service.
• Contact consumers to resolve issues via telephone or written format (via social media or email) and provide timely updates.
• Corresponds with Miele Service/Sales Management teams and other personnel, as well as Miele Service Partners (MSP's) to obtain required information, when needed.

Qualifications

• Must have a minimum of 3+ years of customer service experience.
• Demonstrates a high level of commitment to consumer satisfaction.
• Excellent customer service skills with the ability to identify potentially negative or crisis situations and apply conflict resolution principles to mitigate or resolve the issue
• Proven ability to evaluate consumer complaints, assess alternatives, and make solid, consistent decisions and/or recommendations as required.
• Outstanding 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.
• Strong negotiation skills.
• 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

• Hybrid work from home/in office model
• Ability to work within an office environment

Why you might like working here:

• You love autonomy and the accountability for results
• You like working for a family run company, market leader in the premium domestic appliance.
• You like working for a company that believes in the aspiration to do it forever better and to be forever better
• A competitive compensation package
• 100% covered Life and long-term disability insurance
• Wellness discounts on medical premiums
• 401k with company match
• Generous Employee Purchase program
• Wellness and volunteer Programs
• Engaging Employee Activities

ABOUT MIELE

What does it take for a family run company to become world market leader in the premium domestic appliance and commercial machine segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products.

Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are at entry levels or managers.

Miele asks a lot of its employees. They are expected to develop and manufacture worldwide market premium products that are "Immer Besser". In return, they receive the most valuable thing Miele can give them: that they themselves become "Immer Besser" - in all of their professional and personal abilities.

"Immer Besser" is therefore an entrepreneurial success principle from which customers and employees benefit in equal measure. We call this principle "MAKE IT BETTER. BE BETTER".

Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V

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