Program Engagement Representative

Program Engagement Representative

The Program Engagement Representative will be responsible for taking inbound calls and following up with members that have contacted Costco Auto Program regarding their experience in the car buying process. This role will also be responsible for documenting member feedback in our database. This position will work alongside the Program Specialists with direction from management.
Essential Duties And Responsibilities:
Acts as the "front line" for the Program Specialist Group to ensure member expectations are met timely and efficiently
Answering questions and educating members on Costco Auto program
Gathering information from members to provide Program Specialists for additional follow-up
Making calls to dealerships as needed
Works closely with Program Specialists and management team
Acts as a back-up to Program Specialists as needed
Other duties as assigned
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
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
Minimum of 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