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Customer Interaction Center Agent

3 months ago

Minneapolis, Minnesota, United States IQS, Inc. Full time

About Us:

How many companies can say they've been in business for over 177 years?

Here at ZEISS, we certainly can As the pioneers of science, ZEISS handles the everchanging 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 42,000 employees and have over 4,000 in the US and Canada alone Make a difference, come join the team

What's the role? As a Customer Action Center Agent you will serve as a singe point of contact in a call center environment to all ZEISS' Customers. The Customer Action Center Agent ensures 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:

  • 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.
  • Capture call center data specifics for KPI scorecard reporting to management.
  • Ensure incoming calls are documented accurately for problem, routing, and solution.
  • 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.
  • Provide limited solution information to customers by utilizing set probing criteria identified by manager to properly qualify if request is hardware or software related. 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 such as Word and 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.
  • 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.

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

  • Medical
  • Vision
  • Dental
  • 401k Matching
  • Employee Assistance Programs
  • Vacation and sick pay
  • The list goes on

Your ZEISS Recruiting Team:

Tracy Hollstadt

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).