Program Engagement Representative

ESSENTIAL DUTIES AND RESPONSIBILITES

• Takes inbound calls and follows up with members regarding their experience in the car buying process
• Documents member feedback in the company’s database
• Works closely with Program Specialists and management team
• Makes calls to dealerships as needed
• Acts as a back-up to Program Specialists as needed

Requirements

• High School Diploma and at least 2 years’ experience in a service-oriented environment
• Experience taking escalated calls and/or in a customer retention role is highly desired
• Excellent listening skills; be thoughtful and responsive, creating a good rapport while remaining diplomatic
• Strong attention to detail
• Proficiency in Microsoft Office including Outlook, Word and Excel (preferred)
• Experience using an Outlook calendar to track and manage follow-up calls
• At least 1 year experience communicating with customers via phone preferred
• Maintains a high level of professionalism and confidentiality when dealing with sensitive information
• 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
• 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
• Positive attitude, energetic and enthusiastic
• Good work ethic, reliable and accountable
• Exercise good judgment and use initiative; demonstrate integrity and honesty
• Strong organizational skills