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