Sr. Customer Service Rep (Program Specialist)

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Interact with Members, Dealers (including General Managers and Principals), Sales team, and various internal departments via phone and email using appropriate business acumen.
• Demonstrate the ability to remain calm while handling difficult phone calls.
• Analyze a situation, offer potential solutions, and communicate them clearly over the phone.
• Respond to member calls within 24 hours.
• Educate members on benefits of using the Auto Program.
• Counsel 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 issues are resolved timely and efficiently.

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.