Customer Care & Tech Support Specialist (Remote)

ZEISS Group; Town of Hebron (NY); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

The list goes on!

Job summary

ZEISS Group in Hebron, KY is seeking a dedicated customer care specialist for ZEISS Hunting and Nature. You will assist customers by phone and web, coordinate with repair, sales and operations teams, and drive high levels of satisfaction.

Use professional communication to resolve inquiries and guide customers through repair and parts processes. The role requires 3–5 years in customer care or technical support, comfort with SAP/Salesforce, and proficiency in Microsoft Office.

Qualifications

• HS Diploma or GED required; Associate degree preferred.
• 3 - 5 years experience in customer care, technical support or a related field preferred.
• Experience using hunting or nature observation optics (riflescopes, binoculars, spotting scopes) is required.
• Knowledge of hunting firearms and ballistics is preferred.
• Excellent interpersonal skills (verbal & written) to effectively serve all customers.
• Strong trouble shooting skills; Problem solving mindset with attention to detail.
• ERP and Salesforce experience is strongly preferred. Aptitude to quickly become proficient with these applications is required.
• Proficiency with Microsoft Office products (Outlook, Excel, Word, Power Point, Teams)

Responsibilities

• Answer customer phone calls, advising customers on sending product for repair, the repair process, acquiring spare parts and other customer queries.
• Coordinate with colleagues on the repair, sales, and operations teams to effectively address customer inquiries while keeping the Service Manager aware of potential problems and escalations.
• Maintain a "can-do" attitude while fielding customer issues.
• Be a key point of contact for consumers via phone and web-based inquiries.
• Enter sales orders into SAP as required.
• Accurately update service cases in Salesforce as contact with consumers occur.
• Receive consumer spare part requests and accurately process spare parts orders.
• Other duties or projects as assigned by the Service Manager.

Job description

ZEISS Group in Hebron, KY is seeking a dedicated customer care specialist for ZEISS Hunting and Nature. You will assist customers by phone and web, coordinate with repair, sales and operations teams, and drive high levels of satisfaction.

Use professional communication to resolve inquiries and guide customers through repair and parts processes. The role requires 3–5 years in customer care or technical support, comfort with SAP/Salesforce, and proficiency in Microsoft Office.