Program Engagement Representative

Description

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

#J-18808-Ljbffr