Job Description

The Service Support Agent delivers exceptional customer service to Miele consumers and business partners across multiple channels, including phone, e-mail, chat, and social media. This role focuses on creating positive customer experiences by actively listening, resolving inquiries, providing product guidance, troubleshooting issues, and coordinating service solutions such as scheduling technicians.

Your Responsibilities

• Provide outstanding customer service by responding to inbound calls, emails, chats, and social media inquiries from Miele consumers and business partners.
• Actively listen to customer needs, demonstrating empathy and professionalism while delivering accurate and timely solutions.
• Troubleshoot appliance concerns by guiding customers through care, use, and basic problem resolution using available tools and resources.
• Assist customers with scheduling service appointments by identifying needs, checking technician availability, and ensuring a seamless booking experience.
• Take ownership of customer inquiries, ensuring issues are resolved efficiently and documented accurately in customer accounts.
• Balance customer satisfaction with company policies, making thoughtful decisions that support both the customer experience and Miele’s standards.
• Serve as a trusted resource by answering product, installation, and service-related questions for customers, sales teams, and partners.
• Collaborate with internal teams, service partners, and management to gather information and ensure timely resolution of customer needs.

What We Are Looking For

• High school degree or equivalent education is required.
• Strong customer service mindset with the ability to handle inquiries, resolve concerns, and deliver positive outcomes.
• Excellent listening, verbal, and written communication skills with the ability to convey information clearly and professionally.
• Ability to remain calm, patient, and solution-oriented in high volume or challenging situations.
• Strong problem-solving skills with the ability to evaluate situations and make sound decisions.
• Highly organized, detail-oriented, and able to manage multiple priorities effectively.
• Self-motivated with the ability to work independently and as part of a team.
• Strong computer, data entry and organizational skills.
• Ability to learn and become proficient with internal programs and new software.
• Previous customer service or contact center experience preferred.
• Familiarity with in-home service environments or consumer appliances is a plus.
• Basic understanding of domestic activities such as cooking, cleaning, and laundry is helpful.

Working Conditions

This position is based within a Miele Service office and requires the representative to work out of the office under the company hybrid policy.

40 hours per week Monday through Friday with occasional overtime during select times of the year.

The salary range for this position is $40,000 to $45,000 annually plus bonus. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.

Benefits

Comprehensive health, dental and vision insurance

Wellness discounts on medical premiums

100% covered life and long-term disability insurance

401k with company match

PTO + holidays

Discounted gym membership

Generous Employee Purchase Program

Wellness and volunteer programs

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