Program Engagement Rep

Affinity Development Group; Reno (NV); On-site; USD 23,000 - 32,000; Full time

Job summary

Affinity Development Group seeks an on-site Program Engagement Rep in Reno to handle member inquiries related to the Costco Auto Program. This front-line role fields calls, educates members, and collects information for follow-up by Program Specialists.

The position requires at least a High School Diploma and 2 years in a service-oriented role, with strong communication skills and proficiency in Microsoft Office. Flexible scheduling is possible in a fast-paced team environment.

Qualifications

• High School Diploma required or equivalent experience in a service environment.
• Minimum of 2 years’ experience in a service oriented role.
• Experience handling escalated calls or customer retention is highly desired.
• Excellent listening and communication skills; able to build rapport while remaining diplomatic.
• Proficient with Microsoft Office including Outlook, Word and Excel; calendar management.
• At least 1 year experience communicating with customers via phone.
• Maintains professionalism and confidentiality with sensitive information.
• Team experience preferred and ability to work independently in a fast-paced environment.

Responsibilities

• Fielding inquiries and making outbound calls to members expressing frustration with Costco Auto Program.
• Answering questions and educating members about the Costco Auto program.
• Gathering information from members for Program Specialists to follow up.
• Making calls to dealerships as needed.
• Collaborating with Program Specialists and management.
• Serving as a back-up to Program Specialists when required.
• Other duties as assigned by supervisor.

Skills

Phone communication

Customer service

Listening skills

Detail oriented

Professionalism

Education

High School Diploma

Tools

Microsoft Office

Outlook

Excel

Job description

This is an opportunity for either Full or part-time employment. The position is located on-site at our office in South Reno.

This is a temp to hire role and starts at $20.00/hour. Work hours are between 6a-7p Monday through Friday and 8-5 on weekends. Flexible schedules may be available.

SUMMARY:

The Program Engagement Rep will be responsible for contacting members that have contacted Costco Auto Program with an issue related to their experience in the car buying process. This role will be the “front line” for the Program Specialist group and will field calls and return member calls to ensure member expectations are met timely and efficiently. This position will work alongside the Program Specialists but also can work independently as needed.

ESSENTIAL DUTIESAND RESPONSIBILITIES:

• Fielding calls and making outbound calls to members that have expressed any frustration with the Auto program and/or our dealer partners
• Answering questions and educating members on Costco Auto program
• Gathering information from members to provide to 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

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
• 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
• 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 with the ability to work independently