Customer Service is the primary contact for our Eye Care Professionals, within the Zeiss network of labs. They
are the main liaison between our customers, sales and lab operations that assures information between all
parties are accurate to the customer satisfaction.
Customer Service Support Specialists prime responsibility will be in one or more of the following areas:
outbound call stacks and or Remake/Returns process, including credits. A Support Specialist requires little or
no supervision. Support Specialists are required to have essential skills to do analysis and trouble shoot
current/previous orders. Although a Support Specialist main function is not to take incoming calls, they may
be required to assist when call volume is high.
PRIMARY RESPONSIBILITIES
• Operates proficiently in all primary responsibilities of an entry level and senior level customer service
agent.
• Contacts a large volume of customers to resolve order issues by acting as an expert in analyzing and
troubleshooting on previous and current orders.
• Operates as an expert in making changes to orders for orders to drop directly into production.
• Recommends specific lenses / coatings to customers.
• Coordinates returns in accordance with standard processes and procedures.
• Provides accurate pricing and/or discounts on orders.
• Applies accurately credits and codes redo orders.
• Manages assigned strategic accounts.
• Identifies and escalates system issues.
• Follows safety standards and reports any safety concerns to leadership.
SECONDARY RESPONSIBILITIES
• Performs other duties as assigned.
• Assists with incoming calls.
QUALIFICATIONS
EDUCATION
Required
• HSD / GED General
Preferred
• Not Applicable
CERTIFICATIONS / LICENSES / REGISTRATIONS
Required Preferred
• Not Applicable • ABO Certification
EXPERIENCE
Years & Type Required
• 1 - 2 Years of ZEISS experience or ABO certified optician or equivalent experience
• Previous 10 key or data entry experience
Years & Type Preferred
• Optical experience
• Experience with ZEISS management systems (i.e., DVI, SAP, Eyefinity or equivalent)
KNOWLEDGE / SKILLS / ABILITIES
Required Knowledge / Skills / Abilities
• Ability to proficiently work as a Senior Representative, Customer Service
• Ability to multi-task, prioritize, and use time effectively.
• Demonstrated advanced proficiency in providing technical consultations
• Ability to navigate multiple systems effectively
• Proven ability to navigate difficult customer situations, while working in a fast-paced environment
• Strong verbal and written communication skills
• Display high level of listening and comprehension skills
• Customer orientation and ability to adapt/respond to different types of personalities
Preferred Knowledge / Skills / Abilities
• Not Applicable
Your ZEISS Recruiting Team:
Emilio Arias
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).
