Program Engagement Representative

ApplyJob TypeFull-timeDescriptionThe 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 ResponsibilitiesActs as the “front line” for the Program Specialist Group to ensure member expectations are met timely and efficientlyAnswering questions and educating members on Costco Auto programGathering information from members to provide Program Specialists for additional follow-upMaking calls to dealerships as neededWorks closely with Program Specialists and management teamActs as a back-up to Program Specialists as neededOther duties as assignedRequirementsHigh School Diploma and a minimum of 2 years’ experience in a service-oriented environmentExperience taking escalated calls and/or in a customer retention role is highly desiredExcellent listening skills; be thoughtful and responsive creating a good rapport while remaining diplomaticStrong attention to detailProficiency in Microsoft Office including Outlook, Word and Excel (preferred).Experience using an Outlook calendar to track and manage follow-up callsMinimum of 1-year experience communicating with customers via phone preferredMaintains a high level of professionalism and confidentiality when dealing with sensitive informationExperience working within a team environment is preferredExposure to Key Performance Indicators (metrics related to turnaround times, aging issues, etc)Maintain high Standards of Customer Service ExcellenceMaintain a high level of morale and commitment to the Program Specialist GroupSuperior written and verbal communication skills Flexible, adaptable and able to work in a fast-paced environmentPositive attitude, energetic and enthusiastic Good work ethic, reliable and accountable Exercise good judgment and use initiative; demonstrate integrity and honesty Strong organizational skills