Customer Interaction Center Agent

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 management.
  • Partner on project support as assigned by reporting manager. 
• Entry-Level Technical Support
  • Provide limited solution information to customers by utilizing set probing criteria identified by manager to properly qualify is hardware or software related request.  This may include regularly occurring, researching answers from available databases.

Do you qualify?

• A two-year degree in Business Administration or a related field is preferred. Equivalent work related experience will be considered.
• Must be proficient in Microsoft Office products such as Word, Excel.
• Able to multitask utilizing multiple systems, databases simultaneously.
• Must have strong 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.
• Participates in the training and cross training of other team members on processes and procedures and development of work instructions.
• 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.

The hourly pay range for this position is $20.00/hr - $25.00/hr ($42,000 – $52,000).

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus.

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Paid time off including vacation, personal, and sick days
• The list goes on!

The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

Your ZEISS Recruiting Team:

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).