Member Advocate I, Reno

Member Advocate
The Member Advocate will be responsible for providing a positive experience for members via phone and email.
They will be responsible for ensuring requests are processed accurately and timely with appropriate follow through.
This individual is expected to meet departmental objectives by being a responsive team member while using good judgment.
Essential Duties And Responsibilities
Handles both incoming and outgoing calls in a Contact center environment
Demonstrates high level of Customer Service skills and professionalism when dealing with members/employees/management
Establishes positive rapport with members
Maintains detailed records of Dealer and Member communications in database and/or shared systems as required
Proficient in working various ancillary projects Continually reviews informational material
Clearly communicates all Auto Programs including Promotions and Special Offers to members
May conduct trainings to dealers on promotions and special offers
May conduct post-purchase promotions surveys with members
Adheres to all established policies and procedures
May be required to work Contact Center Filter
Other duties as assigned
Qualifications
Superior written and verbal communication skills
Positive attitude
Solid work ethic
Proficient in MS Office (Word, Excel and Outlook)
Ability to learn quickly
Excellent comprehension skills
Once training is complete, Quality Monitors scores must meet the min. standards of 95% or above
Must type a minimum of 35 wpm
Must maintain an excellent attendance & punctuality record (see attendance policy for details)
Education And/Or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.