Customer Interaction Center Agent
Maple Grove, MN Maple Grove, MN Full-time Full-time $34,702 - $45,000 a year $34,702 - $45,000 a year 11 days ago 11 days ago 11 days ago 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.
Key Metrics of the Position:
(e.
g.
Position Reporting, Revenue, Budget, etc.
) Revenue Service Revenue Additional Key Metrics:
Effectiveness and performance of support NPS Reporting Standards Professional Conduct Competent handling of support issues Abandonment Rate Primary Duties and
Responsibilities:
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.
Experience and Education 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 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.
Job Type:
Full-time Pay:
$34,702.
00 - $45,000.
00 per year
Benefits:
401(k) matching Dental insurance Health insurance Paid time off Vision insurance Experience level:
2 years Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Office Work Location:
Hybrid remote in Maple Grove, MN 55369.
Estimated Salary: $20 to $28 per hour based on qualifications.
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.
Key Metrics of the Position:
(e.
g.
Position Reporting, Revenue, Budget, etc.
) Revenue Service Revenue Additional Key Metrics:
Effectiveness and performance of support NPS Reporting Standards Professional Conduct Competent handling of support issues Abandonment Rate Primary Duties and
Responsibilities:
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.
Experience and Education 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 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.
Job Type:
Full-time Pay:
$34,702.
00 - $45,000.
00 per year
Benefits:
401(k) matching Dental insurance Health insurance Paid time off Vision insurance Experience level:
2 years Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Office Work Location:
Hybrid remote in Maple Grove, MN 55369.
Estimated Salary: $20 to $28 per hour based on qualifications.
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