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Associate Customer Service Representative

East Syracuse, New York, United States of America
Closing date
29 November 2021
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Job Description:

Saab, Inc. in Syracuse NY has an immediate need for a dynamic, results-oriented individual to fill the role of Associate Customer Service Representative.  The Associate Customer Service Representative provides outstanding customer service to all Saab customers and internal colleagues.  The ideal candidate will be highly motivated, customer-focused, and committed to providing outstanding service as an advocate for Saab customers.

Responsibilities of the Associate Customer Service Representative include:

  • Answer and respond to customer telephone and email contacts including some off-hours and weekend assignments, as necessary.

  • Follow company policies and procedures to log, monitor, track, and report on Customer Problem Reports (CPRs), includes expediting hardware and non-hardware issue resolution through proper channels.

  • Provide frequent follow-up communications to ensure that customers and Saab colleagues are fully apprised of CPR status.

  • Coordinate actions across multiple departments and levels within the organization, as necessary, to ensure that service level requirements are met.

  • Become familiar with all Saab products and programs to best understand customer issues and recruit help from the appropriate people. 

  • Support the maintenance and use of the Customer Service database.  This includes entering data; reviewing data for completeness, accuracy, and consistency; and taking proactive measures to ensure integrity of data.

  • Develop and maintain positive relationships with customers and Saab colleagues.

Skills and Experience:

  • High school diploma or equivalent required; Associates degree desired.

  • Must be a problem solver who is poised, mature and fully capable of professional communication with customers and Saab personnel.

  • Excellent oral and written communication skills. 

  • Ability to effectively use problem solving skills and analytical thinking.

  • Ability to listen to the customer and understand the customer perspective.

  • Ability to work on multiple, complex issues simultaneously.

  • Must be detail oriented and comfortable with/interested in technological content.

  • Proficient with MS Office applications.

  • Familiar with databases.

  • Some physical lifting.

  • Available to participate in regular rotational, 24 x 7 x 365 customer support activities, as scheduled.

Saab, Inc. provides an excellent working environment offering professional growth opportunities, competitive wages, comprehensive benefits, tuition reimbursement, work/life balance, business-casual atmosphere and paid holidays.

Must be a U.S. citizen. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.

As a condition of employment, candidates will be required to participate in a background check that will include, at a minimum, a criminal record check, education and employment verification.

Citizenship Requirements:

Must be a U.S. citizen, Permanent Resident (green card holder), or protected individual as defined by 8 U.S.C. 1324b(a)(3).

Pre-employment Screening Requirements:

As a condition of employment, candidates will be required to participate in a drug screen and background check that will include, at a minimum, a criminal record check, education and employment verification.

About Us:

Saab is a global defense and security company operating in the fields of air, land and naval defense, civil security and commercial aeronautics. We number approximately 17,000 employees and have operations on all continents. Technologically we are leaders in many areas, and one-fifth of our earnings are spent on research and development.

Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person’s needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Equal Opportunity/ Affirmative Action employer. All qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.