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CAC SWAT Agent

Req #: CNX00047724
Location: Farmington Hills, MI US
Job Category: Agents

FCA Mopar CAC SWAT Team Agent

 

Provides customer and dealer support to customers that have been identified as having a vehicle that FCA has determined needs an escalated level of customer care. 

 

SPECIFIC RESPONSIBILITIES

 

·         Answering inbound information questions

·         Provide resolution on dealer/consumer issues

·         Identify vehicle issue and determine next steps for repair

·         Identify trends and notify leadership for proper FCA escalation

·         Analyze customer concerns, cause of failure and dealer recommended correction/diagnosis to ensure proper repairs and related costs.

·         Make outbound calls as necessary to provide solution to inbound transactions

·         Create case records to document initial contact and all pertinent information

ESSENTIAL QUALIFICATIONS

 

Education/Knowledge:  

 

Education:

·         Minimum High School diploma or equivalent; college experience or college degree preferred

·         Automotive knowledge or experience

·         Good stress management skills

·         Good customer handling skills

·         Organizational skills

·         Good communications skills

·         Good writing skills

 

Experience / Skill:          

 

Must have one of the following:

·         Internal candidates must have worked in MVP Dealer, Specifying, Performance Accessories, or Parts

·         Automotive Mechanical Background (minimum two years)

 

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