Job Description:Saab, Inc. seeks a dynamic, results-oriented Customer Service Representative to provide outstanding customer service to all Saab customers and internal colleagues. The ideal candidate will be a highly motivated quick study who is customer-focused and committed to providing excellent service.Responsibilities Include:Develop and maintain positive relationships by serving as the primary point of contact for external and internal customers needing assistance.Answer and respond to customer telephone and email contacts.Log, monitor, track, and report on Customer Problem Reports (CPRs), which 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; taking proactive measures to ensure integrity of data; and generating reports from the database to meet program needs.Work with various departments to meet service level requirements.Compensation Range: $24.09-$28.89The compensation range provided is a general guideline. When extending an offer, Saab, Inc. considers factors including (but not limited to) the role and associated responsibilities, location, and market and business considerations, as well as the candidate's work experience, key skills, and education/training.Skills and Experience: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.Must be well-organized and proficient at organizing and tracking issues to follow through to completion.Ability to effectively use problem solving skills and analytical thinking in a fast-paced environment.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, database design, and data mining.Some physical lifting.High school diploma or equivalent required; Associate’s degree desired.3+ years of relevant experience.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).Drug-Free Workplaces:Saab is a federal government contractor and adheres to policies and programs necessary for sustaining drug-free workplaces. As a condition of employment, candidates will be required to pass a pre-employment drug screen.Benefits:Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, business-casual atmosphere and comprehensive benefits:Medical, vision and dental insurance for employees and dependentsPaid time off including: minimum of 3 weeks vacation, 5 floating holidays, 8 designated holidays, parental leave, personal illness, bereavement, jury duty, long-term and short-term disability401(k) with immediate vesting on employer matchTuition assistanceStudent loan assistanceWellness account, Care.com subscription and employee assistance programsEmployee stock purchase program with employer matchAbout Us:Saab is a leading defense and security company with an enduring mission, to help nations keep their people and society safe. Empowered by its 19,000 talented people, Saab constantly pushes the boundaries of technology to create a safer, more sustainable and more equitable world. In the U.S., Saab delivers advanced technology and systems, supporting the U.S. Armed Forces and the Federal Aviation Administration, as well as international and commercial partners. Headquartered in Syracuse, New York, the company has business units and local employees in eight U.S. locations.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.
