Customer Service Representative
Bosch USA
Itasca, IL0–32 yrs51m agovia LinkedIn
Customer Service Representative
Bosch USA - Roadside Protect Inc.
Itasca, IL
Full-Time Hours: 5:00 AM - 1:30 PM
About the Role
Join our Operations team at Roadside Protect, a Bosch Service Solutions company, and help shape the future of service by creating exceptional customer experiences. We are a strong provider of towing and roadside administration services in the U.S. and Canada, committed to delivering an excellent emergency roadside assistance experience.
Key Responsibilities
- Answer inbound calls and provide professional, empathetic customer support.
- Accurately gather required information and enter data into dispatch systems, or perform fleet intake, gather vehicle, driver, and indicant information.
- Follow scripts, workflows, and client-specific requirements.
- Communicate clearly with customers or drivers regarding next steps, expectations, and processes.
- Escalate issues according to policy when necessary.
- Maintain confidentiality of customer and company information.
- Contribute to a positive team environment and uphold service standards.
Schedule Options
- Monday, Tuesday, Thursday, Friday, Sunday
Training
- Initial training covers call handling expectations, customer communication, dispatch processes, and working through real-life situations such as jump starts, lockouts, towing requests, and escalations.
- The training period spans the new hire's first 6 weeks.
Requirements & Tech Stack
- U.S. Work Authorization
- High School Diploma or GED
- Proficient with using a desktop computer and MS Office applications
- Ability to commute and work on-site in Itasca, IL.
- Ability to work a set schedule.
Qualifications
- High level of attention to detail and problem-solving skills.
- Ability to comfortably work in a fast-paced, time-sensitive environment.
- Strong interpersonal communication skills, verbal and written.
- Strong customer service and empathy skills.
- Reliable, strong attendance, and professionalism.
- Additional language skills are beneficial, such as French or Spanish, but not required.
- Experience in the roadside assistance or automotive industry is beneficial, but not required.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to speak and communicate clearly with callers and team members for extended periods.
- Ability to hear and comprehend verbal communications over the phone.