Member Advocate I

Affinity Development Group; Reno, Northern (NV, KY); On-site; USD 38,000 - 48,000; Full time

Job summary

Affinity Development Group seeks a Customer Member Advocate I in Reno, NV to deliver a positive member experience via phone and email. You will ensure requests are processed accurately and timely, with effective follow-through to meet departmental objectives.

The role involves handling inbound/outbound calls in a contact center, maintaining detailed records, and communicating promotions. Strong communication, a 35 wpm typing speed, reliability, and MS Office proficiency are essential.

Qualifications

• Superior written and verbal communication skills.
• Positive attitude and solid work ethic.
• Proficient with MS Office (Word, Excel and Outlook).
• Ability to learn quickly and maintain accuracy.
• Typing at least 35 words per minute.
• Excellent attendance and punctuality records.
• Meet 95% or above QA scores after training.

Responsibilities

• Handle incoming and outgoing calls in a contact center environment.
• Demonstrate high level of customer service skills and professionalism with members/employees/management.
• Establishes positive rapport with members.
• Maintains detailed records of communications in database/shared systems.
• Support ongoing ancillary projects and review informational material.
• Clearly communicates all Auto Programs including Promotions and Special Offers to members.
• May conduct trainings to dealers on promotions and special offers.
• May conduct post-purchase promotions surveys with members.
• Adheres to all established policies and procedures.
• May be required to work Contact Center Filter.
• Other duties as assigned.

Skills

Communication skills

Written communication

Positive attitude

Work ethic

MS Office

Rapid learner

Comprehension skills

Typing 35 wpm

Attendance & punctuality

Education

High school diploma or GED

Job description

Description

SUMMARY:

The Member Advocate I will be responsible for providing a positive experience for members via phone and email. They will be responsible for ensuring requests are processed accurately and timely with appropriate follow through. This individual is expected to meet departmental objectives by being a responsive team member while using good judgment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handles both incoming and outgoing calls in a Contact center environment
• Demonstrate high level of Customer Service skills and professionalism when dealing with members/employees/management
• Establishes positive rapport with members
• Maintains detailed records of Dealer and Member communications in database and/or shared systems as required
• Proficient in working various ancillary projects Continually reviews informational material
• Clearly communicates all Auto Programs including Promotions and Special Offers to members
• May conduct trainings to dealers on promotions and special offers
• May conduct post-purchase promotions surveys with members
• Adheres to all established policies and procedures
• May be required to work Contact Center Filter
• Other duties as assigned

Requirements

QUALIFICATIONS

• Superior written and verbal communication skills
• Positive Attitude
• Solid work ethic
• Proficient in MS Office (Word, Excel and Outlook)
• Ability to learn quickly
• Excellent Comprehension skills
• Once training is complete, Quality Monitors scores must meet the min. standards of 95% or above
• Must type a minimum of 35 wpm
• Must maintain an excellent Attendance & Punctuality record (see Attendance policy for details)

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.