Program Specialist III

Description

SUMMARY:

The Program Specialist III 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 within the department and contractual guidelines. This position will work alongside other Program Specialists but also have the ability to work independently as needed. They are responsible for all Price Verifications for Vehicle Purchases/Leases and Parts and Service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Initiates Price Verifications that includes gathering transaction documents from both members and dealers.
• Review member’s purchase with a high attention to detail
• Contacts Members, Dealers (including General Managers and Principals), Sales team, and various internal departments via phone and email in a professional manner.
• The ability to analyze a situation, offer potential solutions and communicate them clearly over the phone.
• Documents trends with new and existing dealers in relation to Price Verification reviews and alerts Management
• Responsible for managing a filter of member issues including aging, follow-up and closing
• Submits price verification package within department guidelines for review and sign-off
• Providing weekly updates to members on status of price verification
• Counseling dealers on process and price
• Conduct follow-up calls to both dealers and members to ensure issues are resolved timely and efficiently.
• Demonstrates the ability to remain calm while handling difficult phone calls.
• Other duties as assigned

Requirements

QUALIFICATIONS/REQUIREMENTS:

• High School Diploma and a minimum of 2 years’ experience in a service-oriented environment
• Minimum of 1 year experience as a high performing Program Specialist II is preferred but not required
• Proficient in Microsoft Office including Outlook, Word and Excel (preferred).
• Experience using an Outlook calendar to track and manage follow-up calls
• 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 (attendance and punctuality), reliable and accountable
• Exercise good judgment and use initiative; demonstrate integrity and honesty
• Strong organizational skills with the ability to self-manage
• Bilingual Spanish is a plus