program manager Reno, NV
Job description
SUMMARY:
The Program Specialist creates positive relationships 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; Program Specialists have expert knowledge of our 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, with support from the management team, but also can work independently as trusted representatives.
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. Program specialists are responsible for prioritizing tasks and managing their filter to deliver assistance in an efficient and timely manner.
Additional responsibilities include:
· Responding to member calls within 24 hours
· Educating members on benefits of using the Auto Program
· Counseling dealers program process
· Conduct follow-up calls to both dealers and members to ensure issues are resolved timely and efficiently
· Provide solutions for members within the parameters of the program
· Communicate with our sales field representatives.
· Manage workload and email communications.
· Communicate with management for assistance and escalation
· Professional communication with all parties
· Other duties as assigned.
QUALIFICATIONS/REQUIREMENTS:
· Positive attitude, energetic and enthusiastic
· Flexible
· 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.
· High School Diploma and a minimum of 1 year 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).
· Ability to type 25 wpm.
· 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.
· Exposure to Key Performance Indicators (metrics related to turnaround times, aging issues, etc.)
· 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.
Job Type: Full-time
Pay: $18.00 - $21.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Experience level:
- 1 year
Shift:
- Day shift
- Morning shift
- No nights
Weekly day range:
- Monday to Friday
- Rotating weekends
Work setting:
- In-person
- Office
Ability to commute/relocate:
- Reno, NV 89521: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
About Costco Wholesale
CEO: Craig Jelinek
Revenue: Unknown / Non-Applicable
Size: 10000+ Employees
Type: Company - Public
Website: https://www.costco.com/
Year Founded: 1976
