Program Engagement Representative

Affinity Development Group; Reno, Northern (NV, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Affinity Development Group in Reno, NV seeks a Program Engagement Representative to handle inbound calls from Costco Auto Program members and document feedback in our database. You will support Program Specialists and coordinate follow-ups under management direction.

Ideal candidates have at least 2 years in a service environment, strong listening and communication skills, and proficiency with Microsoft Office. This role requires professionalism, reliability, and teamwork in a fast-paced setting.

Qualifications

• High School Diploma and 2+ years in a service-oriented environment.
• Experience handling escalated calls or customer retention is valued.
• Excellent listening and communication skills with professional demeanor.

Responsibilities

• Serve as front line for the Program Specialist Group to meet member expectations.
• Answer questions and educate members on Costco Auto program.
• Gather information from members to support ongoing follow-up by Program Specialists.
• Make calls to dealerships as needed and coordinate with management.
• Maintain confidentiality and strong organizational standards.
• Support teamwork and provide back-up to Program Specialists as required.
• Perform additional duties as assigned.

Skills

Customer service

Phone communication

Active listening

Detail oriented

Professionalism

Teamwork

Multi-tasking

Education

High School Diploma

Tools

Outlook

Word

Excel

Job description

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