Member Advocate I

About the role

The Member Advocate I will provide a positive experience for members via phone and email, 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.

Responsibilities

• Handles both incoming and outgoing calls in a Contact Center environment
• Demonstrates a high level of customer service skills and professionalism when dealing with members, employees, and 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 on 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 promotion surveys with members
• Adheres to all established policies and procedures
• May be required to work Contact Center Filter
• Other duties as assigned

Requirements

• 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 Monitor scores must meet the minimum standards of 95% or above
• Must type a minimum of 35 WPM
• Must maintain an excellent attendance and punctuality record

Qualifications

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.

Pay

$16–19/hour