Customer Assistance Center Representative
Saab North American Distribution Services - Royal Oak, MI

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Company Overview
North America Distribution Services, Inc. dba Saab Automobile Parts North America (SPNA). A subsidiary of Saab Automobile Parts AB, a Swedish company. SPNA is a wholesale parts distribution company operating in the United States and Canada.

Position Overview
The Customer Assistance Center (CAC) Representative is responsible for handling calls from Saab customers and Saab Official Service Centers (OSC’s). This includes resolving customer issues, complaints and inquiries, troubleshooting problems and providing information in a timely manner.

Roles and Responsibilities
Core duties and responsibilities include the following (other duties may be assigned):

  • Answer calls professionally
  • Respond to customer inquiries
  • Interact with Saab Official Service Center and Warranty Service Providers to resolve customer issues
  • Research required information using available resources
  • Handle and resolve customer complaints
  • Provide customers with service information
  • Identify / direct priority issues to the CAC Leader or Technical Assistance Center (TAC)
  • Route calls to appropriate resources
  • Follow-up customer calls when necessary
  • Produce call logs
  • Act as brand ambassador for the Saab brand

Preferred Qualifications and Education Requirements

  • Customer service professional with a minimum of 2 years of call center experience
  • Proficient with computers and computer software (Microsoft Office Suite and Outlook)
  • Bachelor’s degree preferred

Preferred Skills

  • Exceptional verbal and written communication skills
  • Ability to communicate politely and sincerely with customers
  • High level of interpersonal skills to work effectively with others
  • Aptitude to convey confidence, tact, politeness and diplomacy while dealing with customers and complex problems
  • Excellent listening and problem-solving skills

Indeed - 23 months ago - save job - block