Customer Service Specialist

Must be open to rotating schedules and available to work on weekends!

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. 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 member's 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