Sr. Customer Service Rep (Program Specialist)

Description

SUMMARY:

The Program Specialist acts as a liaison between members and dealers for the Auto buying program. This role will be responsible for gathering information, researching, communicating and educating all parties on the guidelines of the program. They will also ensure incoming and outgoing calls are processed accurately and in a timely manner with appropriate follow through. This position will work alongside other Program Specialists, but also have the ability to work independently as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Program Specialists will interact with Members, Dealers (including General Managers and Principals), Sales team, and various internal departments via phone and email using appropriate business acumen. The Program Specialist must demonstrate the ability to remain calm while handling difficult phone calls. The ability to analyze a situation, offer potential solutions and communicate them clearly over the phone. Additional responsibilities include:

• Responding to member calls within 24 hours
• Educating members on benefits of using the Auto Program
• Counseling dealers on process and price
• Review member’s purchase with a high attention to detail
• Conduct follow-up calls to both dealers and members to ensure issue are resolved timely and efficiently.
• Other duties as assigned

Requirements

QUALIFICATIONS/REQUIREMENTS:

• High School Diploma and a minimum of 2 years’ experience in a service oriented environment
• Experience taking escalated calls and/or in a Customer retention role is highly desired
• Proficient in Microsoft Office including Outlook, Word and Excel (preferred).
• Experience using an Outlook calendar to track and manage follow-up calls
• Minimum of 1 year experience communicating with customers via phone
• Experience working within a team environment is preferred
• Exposure to Key Performance Indicators (metrics related to turnaround times, aging issues, etc)
• Maintain high Standards of Customer Service Excellence
• Strong attention to detail
• Maintain a high level of morale and commitment to the Program Specialist Group
• Superior written and verbal communication skills
• Flexible, adaptable and able to work in a fast-paced environment
• Excellent listening skills; be thoughtful and responsive creating a good rapport while remaining diplomatic
• Positive attitude, energetic and enthusiastic
• Good work ethic, reliable and accountable
• Exercise good judgment and use initiative; demonstrate integrity and honesty
• Strong organizational skills with the ability to self-manage