Customer Interaction Center Agent

ZEISS Group•Minneapolis, MN

2d•$20 - $25•Hybrid

About The Position

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. This position is a hybrid role in Maple Grove, MN.

Requirements

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.
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 Haves

A two-year degree in Business Administration or a related field is preferred.
Equivalent work related experience will be considered.
Participates in the training and cross training of other team members on processes and procedures and development of work instructions.

Responsibilities

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 is hardware or software related request. This may include regularly occurring, researching answers from available databases.