Program Specialist

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 members 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

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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