Sr. Customer Service Rep (Program Specialist)

Affinity Development GroupReno, NV, United States

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Job Type

Full-time

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

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