Zeiss
CustomerInteractionCenterAgent
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optimal for Entry candidates.
“Customer Interaction Center Agent at Zeiss. Skills: Customer support, Communication skills, Data entry. Receive and document incoming customer calls. Route customer or CRM ticket”
What You'll Achieve.
Ensure both internal and external customer satisfaction; KPI scorecard reporting to management
Industry & Context.
Problem solving skills
What They're Looking For.
Must Have
Proficient in Microsoft Office products such as Word, Excel, Able to multitask utilizing multiple systems, databases simultaneously, Must have background in customer support, customer service, and phone skills, Must have excellent verbal and written communication skills, Proficient typing skills, Excellent interpersonal skills for professional interactions with customers as well as internal teams, Ability to operate with sense of urgency and prioritization when applicable, Must possess attention to detail, problem solving skills, self-motivated, time-management skills, task oriented, Ability to empathize with customers and remain calm under pressure, Ability to work in a fast-paced environment, Must possess a positive attitude and flexibility to change, Ability to work as part of a team and independently as needed
Nice to Have
A two-year degree in Business Administration or a related field is preferred, Equivalent work related experience will be considered
What You'll Do.
Receive and document incoming customer calls
Route customer or CRM ticket
Document call center data
Ensure incoming calls are documented accurately
Confirm and update customer contact information
Partner on project support
Provide limited solution information
How You'll Work.
Team & Collaboration
Participates in the training and cross training of other team members on processes and procedures and development of work instructions; Ability to work as part of a team
Communication Scope
Excellent verbal and written communication skills
Full Job Description
**About Us:** **How many companies can say they’ve been in business for over 179 years?!** Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles ever-changing environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 46,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team! **Location/Region:** This position is a hybrid role in Maple Grove, MN. **What’s the role?** The Customer Action Center Agent serves as a single point of contact in a call center environment to all Zeiss’ Customers. Their primary role is to ensure both internal and external customer satisfaction by effectively screening and logging all incoming inquiries and routing them to the appropriate person or qualified team for customer support. **Sound Interesting?** **Here’s what you’ll do:** * Incoming Call Coordination * Receive and document all incoming customer calls submissions through the companies 800 line or e-mail submission via a CRM ticket. * Route customer or CRM ticket to an available and/or qualified agent for solution. * Manage call overflow to maintain communication with customers regarding open calls. * Document Call Activity * Capture call center data specifics for KPI scorecard reporting to management. * Ensure incoming calls are documented accurately for problem, routing, and solution. * Database Activity * Confirm and update customer contact information for relevance and accuracy such as phone, email, site address, serial number on every call. * Provide statistics, lists, and other data upon request from available databases to ma
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