Job Description
The Lead Program Support Specialist responds to correspondence addressed to the GM Executive Office, which are related to the Loyalty Line of Business. This role is the escalation point for the contact center offline support group for difficult to resolve consumer and dealer issues.
- Responsible for providing excellent customer service with an emphasis on soft skills, customer-focused proactive resolution, and de-escalation tactics, and demonstrate empathy in all interactions.
- Create, document and manage cases towards resolution.
- Ability to provide updates or recommendations on existing cases belonging to other departments.
- Manage dealer and field personnel escalations that come to Special Services by phone or email.
- Maintain Special Service process and procedure manual to be up-to-date and relevant for all products and services.
- Prepare accurate and timely status reports and executive summaries as requested.
- Manage all inbound email & CRM application escalations, route to the necessary departments for handling and prioritize based on sense of urgency.
- Formulate sound decisions for handling unusual escalations, or appropriately seek guidance from management team.
Requirements:- Self-starter who excels at working independently within a diverse team environment.
- Excellent written and verbal business communication skills.
- Attention to detail, strong organizational skills and the ability to multitask in a fast-paced environment.
- Working knowledge of multiple computer platforms, browsers and operating systems required.
- Experience in MS Office products: Outlook, Excel, Word.
- Utilize 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 the appropriate tracking methods.
- A minimum of 3-5 years of experience providing customer service support and managing escalations via multiple contact channels (phone, face-to-face, written correspondence, client/portfolio managers, etc.).
- A minimum of 3-5 years of experience in a Call Center, 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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