Customer Service Specialist

Program SpecialistThe 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.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 hoursEducating members on benefits of using the Auto ProgramCounseling dealers on process and priceReview member's purchase with a high attention to detailConduct follow-up calls to both dealers and members to ensure issue are resolved timely and efficiently.Other duties as assignedQualifications/Requirements:High School Diploma and a minimum of 2 years' experience in a service oriented environmentExperience taking escalated calls and/or in a Customer retention role is highly desiredProficient in Microsoft Office including Outlook, Word and Excel (preferred).Experience using an Outlook calendar to track and manage follow-up callsMinimum of 1 year experience communicating with customers via phoneExperience working within a team environment is preferredExposure to Key Performance Indicators (metrics related to turnaround times, aging issues, etc)Maintain high Standards of Customer Service ExcellenceStrong attention to detailMaintain a high level of morale and commitment to the Program Specialist GroupSuperior written and verbal communication skillsFlexible, adaptable and able to work in a fast-paced environmentExcellent listening skills; be thoughtful and responsive creating a good rapport while remaining diplomaticPositive attitude, energetic and enthusiasticGood work ethic, reliable and accountableExercise good judgment and use initiative; demonstrate integrity and honestyStrong organizational skills with the ability to self-manage