Customer Service Representative

2 weeks ago

Osseo, Minnesota, United States Zeiss Inc Full time

About Us:

As a pioneer in the industry, Zeiss Inc. has been a leader in innovation and technology for over 177 years. With a diverse range of portfolios across various segments, we strive to meet the ever-changing needs of our customers. Our commitment to sustainability and global change drives us to continuously advance our technologies and solutions.

What's the Role?

As a Customer Action Center Agent, you will serve as a single point of contact in a call center environment to all Zeiss customers. Your primary responsibility will be 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.

Key Responsibilities:

  • Receive and document all incoming customer calls and submissions through our CRM system.
  • Route customer inquiries 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.
  • 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.

Requirements:

  • 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 a 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 Offer:

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

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