Lead, Customer Service (Floater) at Zeiss Group in Hebron, Kentucky

Job Description:

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?

Customer Service is the primary contact for our Eye Care Professionals, within the Zeiss network of labs. The team is the main liaison between our customers, sales and lab operations that assures information between all parties is accurate to the customer's satisfaction.

Customer Service Lead is an advanced position, with little or no supervision required. A Lead will mentor the team/s of agents. They will coach all agents and keep them up to date on changes as required. A Customer Service lead will work directly with the CS Team on supporting our customers. A Lead is responsible for the day-to-day phone coverage to ensure we have proper coverage. The lead will be expected to assist with calls when needed to maintain the phone stats and meet our business' needs. A Customer Service Lead is expected to be an expert in all aspects of the department, including having extensive optical knowledge of our products and lab processes. A lead is required to be on site to assist the agents in any capacity. They will actively participate in management meetings and work closely with all department managers and Supervisors. The Customer Service Lead is the Zeiss ambassador and shows responsibility and accountability for any commitments of our company towards the customer.

Please note that this is a Floater and schedule flexibility will be required.

Sounds Interesting?

Here's what you'll do:

• Provides coaching and mentoring to customer service agents on all products & services.


• Builds a strategic partnership with the Sales Team.


• Operates as an optical expert in all ZEISS related products and services.


• Resolves all 3rd level customer escalations and critical accounts.


• Documents pertinent information in the provided tools.


• Notifies CS leadership of issues and escalation.


• Floater


• Follows safety standards and reports any safety concerns to leadership.

Do you qualify?

Required

• HSD / GED

• 1 - 2 Years of ZEISS customer service experience

KNOWLEDGE / SKILLS / ABILITIES

Required Knowledge / Skills / Abilities

• Knowledge expert for all ZEISS related products and services


• Ability to work independently


• Willingness to take on responsibility


• Demonstrated leadership skills


• Ability to multi-task, prioritize, and use time effectively.


• Demonstrated advanced proficiency in providing technical consultations


• Proven ability to navigate difficult customer situations, while working in a fast-paced environment


• Strong verbal and written communication skills


• Customer orientation and ability to adapt/respond to diverse types of personalities


• Ability to work overtime on short notice

Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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!

Position Type/Expected Hours of Work

This is a full-time position.

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team:
Christina Choing

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).