Frontline Member Experience Specialist

Affinity Development Group; Reno (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Affinity Development Group is seeking a Program Engagement Representative to handle inbound calls from Costco Auto Program members, educate them about the car buying process, and document feedback in our database. You will work alongside the Program Specialists with guidance from management.

The role requires strong listening and communication skills, attention to detail, and the ability to work in a fast-paced, team-oriented environment.

Qualifications

• High School Diploma and at least 2 years in a service-oriented environment.
• Experience handling escalated calls or customer retention is highly desired.
• Excellent listening skills and ability to build rapport while remaining diplomatic.
• Strong attention to detail.
• Proficiency in Microsoft Office including Outlook, Word and Excel.
• Experience using Outlook calendar to manage follow-ups.
• Minimum 1 year experience communicating with customers by phone.
• Maintains professionalism and confidentiality with sensitive information.
• Experience working in a team environment is preferred.
• Familiarity with KPIs related to turnaround times and aging issues.

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 for follow-up by Program Specialists
• 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

Skills

Customer service

Active listening

Communication skills

Attention to detail

Professionalism

Teamwork

Organization

Adaptability

Initiative

Integrity

Education

High School Diploma

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Affinity Development Group is seeking a Program Engagement Representative to handle inbound calls from Costco Auto Program members, educate them about the car buying process, and document feedback in our database. You will work alongside the Program Specialists with guidance from management.

The role requires strong listening and communication skills, attention to detail, and the ability to work in a fast-paced, team-oriented environment.