Program Specialist III

SUMMARY:

The Program Specialist III 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 within the department and contractual guidelines. This position will work alongside other Program Specialists but also have the ability to work independently as needed. They are responsible for all Price Verifications for Vehicle Purchases/Leases and Parts and Service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Initiates Price Verifications that includes gathering transaction documents from both members and dealers.
• Review member’s purchase with a high attention to detail
• Contacts Members, Dealers (including General Managers and Principals), Sales team, and various internal departments via phone and email in a professional manner.
• The ability to analyze a situation, offer potential solutions and communicate them clearly over the phone.
• Documents trends with new and existing dealers in relation to Price Verification reviews and alerts Management
• Responsible for managing a filter of member issues including aging, follow-up and closing
• Submits price verification package within department guidelines for review and sign-off
• Providing weekly updates to members on status of price verification
• Counseling dealers on process and price
• Conduct follow-up calls to both dealers and members to ensure issues are resolved timely and efficiently.
• Demonstrates the ability to remain calm while handling difficult phone calls.
• Other duties as assigned