Customer Interaction Center Agent

About ZEISS

ZEISS has been in business for over 179 years, pioneering science and delivering cutting‑edge technology across segments such as Industrial Quality & Research, Medical Technology, Consumer Markets, and Semiconductor Manufacturing Technology. With 46,000 employees worldwide, we are committed to innovation and sustainability.

This hybrid role is based in Maple Grove, MN and requires a flexible schedule that accommodates a mix of on‑site and remote work.

As a Customer Action Center Agent, you will serve as the primary point of contact for ZEISS customers, ensuring internal and external satisfaction through effective call triage, data capture, and escalation to the appropriate support team.

• Receive and document all incoming customer calls, submissions via the 800 line, or e‑mail through a CRM ticketing system.
• Route customer inquiries or CRM tickets to the most suitable or qualified agent or team for resolution.
• Manage call overflow and maintain communication with customers regarding open calls.
• Record call activity and capture call‑center data for KPI scorecard reporting to management.
• Confirm and update customer contact information for accuracy, including phone, email, site address, and serial number.
• Provide requested statistics, lists, and other data from available databases to management.
• Partner on project support as assigned by the reporting manager.
• Offer limited technical support by applying probing criteria established by management to qualify hardware or software related requests.
• Research regularly occurring issues and retrieve answers from available databases.

• Two‑year degree in Business Administration or related field preferred; equivalent work experience considered.
• Proficiency with Microsoft Office products such as Word and Excel.
• Ability to multitask across multiple systems and databases.
• Strong background in customer support, customer service, and phone skills.
• Excellent verbal and written communication skills.
• Proficient typing skills.
• Excellent interpersonal skills for interacting with customers and internal teams.
• Experience training and cross‑training team members on processes and procedures.
• Sense of urgency and prioritization when applicable.
• High attention to detail, problem‑solving, self‑motivation, time‑management, and task orientation.
• Empathy for customers and ability to remain calm under pressure.
• Comfortable working in a fast‑paced, evolving environment.
• Positive attitude, flexibility to change, and ability to work both independently and as part of a team.

Hourly pay range: $20.00/hr – $25.00/hr (annualized $42,000 – $52,000). Pay may vary based on location, role scope, qualifications, experience, and other factors. Eligibility for a performance bonus also applies.

• Medical, vision, and dental coverage
• 401(k) matching
• Employee assistance programs
• Paid time off including vacation, personal, and sick days

Zeiss provides Equal Employment Opportunity free of unlawful discrimination on the basis of race, color, religion, creed, sex, gender, marital status, age, national origin, ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (including childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity—including transgender identity—or any other characteristic protected by federal, state, or local law.