Customer Service Rep (Member Advocate I)

SUMMARY:

The Member Advocate I will be responsible for providing a positive experience for members via phone and email. They will be responsible for ensuring requests are processed accurately and timely with appropriate follow through. This individual is expected to meet departmental objectives by being a responsive team member while using good judgment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handles both incoming and outgoing calls in a Contact center environment
• Demonstrate high level of Customer Service skills and professionalism when dealing with members/employees/management
• Establishes positive rapport with members
• Maintains detailed records of Dealer and Member communications in database and/or shared systems as required
• Proficient in working various ancillary projects Continually reviews informational material
• Clearly communicates all Auto Programs including Promotions and Special Offers to members
• May conduct trainings to dealers on promotions and special offers
• May conduct post-purchase promotions surveys with members
• Adheres to all established policies and procedures
• May be required to work Contact Center Filter
• Other duties as assigned

QUALIFICATIONS

• Superior written and verbal communication skills
• Positive Attitude
• Solid work ethic
• Proficient in MS Office (Word, Excel and Outlook)
• Ability to learn quickly
• Excellent Comprehension skills
• Once training is complete, Quality Monitors scores must meet the min. standards of 95% or above
• Must type a minimum of 35 wpm
• Must maintain an excellent Attendance & Punctuality record (see Attendance policy for details)

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.