Program Specialist - Customer Service

Location: Reno, NV 89521

Pay: $20.00/hr, Bilingual Spanish $20.50/hr

Training Schedule for 3-6 months: Monday - Friday 9:30 AM - 6:00 PM

Post Training Schedule: 10:30 AM - 7:00 PM

**Must be open to working 1 Weekend every 5-6 weeks

Temp to Hire

The Program Specialist acts as a liaison between members and dealers for the Auto buying program. This role will be responsible for gathering information, researching, communicating and educating all parties on the guidelines of the program. They will also ensure incoming and outgoing calls are processed accurately and in a timely manner with appropriate follow through. This position will work alongside other Program Specialists, but also have the ability to work independently as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Program Specialists will interact with Members, Dealers (including General Managers and Principals), Sales team, and various internal departments via phone and email using appropriate business acumen. The Program Specialist must demonstrate the ability to remain calm while handling difficult phone calls. The ability to analyze a situation, offer potential solutions and communicate them clearly over the phone. Additional responsibilities include:

Responding to member calls within 24 hours

Educating members on benefits of using the Auto Program

Counseling dealers on process and price

Review member's purchase with a high attention to detail

Conduct follow-up calls to both dealers and members to ensure issue are resolved timely and efficiently.

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

Proficient 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

Experience working within a team environment is preferred

Maintain high Standards of Customer Service Excellence

Strong attention to detail

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

Excellent listening skills; be thoughtful and responsive creating a good rapport while remaining diplomatic

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 self-manage

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.