Job Description

The Senior Customer Service Rep - AKA Lead Program Support Specialist - is responsible for responding to correspondence addressed to the GM Executive Office related to the Loyalty Line of Business. This role serves as the escalation point for the contact center offline support group, handling difficult consumer and dealer issues.

Responsibilities:

• Provide excellent customer service with an emphasis on soft skills, proactive resolution, de-escalation tactics, and empathy in all interactions.
• Create, document, and manage cases toward resolution.
• Offer updates or recommendations on existing cases belonging to other departments.
• Manage dealer and field personnel issues received by phone or email.
• Maintain the Special Service process and procedure manual to ensure it is up-to-date and relevant for all products and services.
• Prepare accurate and timely status reports and executive summaries as requested.
• Handle all inbound emails and CRM application issues, routing them to the necessary departments based on urgency.
• Make informed decisions on handling unusual escalations or seek guidance from the management team when necessary.

Qualifications:

• Strong preference for experience working with the Salesforce platform.
• Automotive and dealer experience strongly preferred.
• Self-starter who excels at working independently within a diverse team environment.
• Excellent written and verbal business communication skills.
• Strong attention to detail, organizational skills, and multitasking ability in a fast-paced environment.
• Working knowledge of multiple computer platforms, browsers, and operating systems.
• Experience with MS Office products: Outlook, Excel, Word.
• Use available resources to ensure customer satisfaction and retention.
• Listen to customer concerns and diffuse frustration by providing options and solutions.
• Document all pertinent information using appropriate tracking methods.
• Minimum of 3-5 years of experience providing customer service support and handling concerns through multiple contact channels (phone, face-to-face, written correspondence, client/portfolio managers, etc.).
• Minimum of 3-5 years of experience in customer service, retail, and/or sales environment.
• Demonstrated ability to effectively manage and prioritize multiple tasks—reprioritization skills are also required.
• Demonstrated effective interpersonal skills for interaction with all levels of staff, clients, vendors, and consultants, even in stressful situations.

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