SUMMARY:

The Program Specialist 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 in a timely manner with appropriate follow through.  This position will work alongside other Program Specialists, but also have the ability to work independently as needed.

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. 

• Responding to member calls within 24 hours
• Educating members on benefits of using the Auto Program
• Counseling dealers on process and price
• Review member’s purchase with a high attention to detail
• Conduct follow-up calls to both dealers and members to ensure issue are resolved timely and efficiently.
• Other duties as assigned

QUALIFICATIONS/REQUIREMENTS: 

• High School Diploma and  a minimum of 2 years’ 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).
• Experience using an Outlook calendar to track and manage follow-up calls
• Minimum of 1 year experience communicating with customers via phone
• Maintains high level of professionalism and confidentiality when dealing with sensitive information
• 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
• Positive attitude, energetic and enthusiastic
• 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

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This position is paid an hourly rate for all hours worked and an activity-based bonus payment. The activity-based bonus payment is the sum of your eligible activity pay less your base hourly earnings for the week.  

Job Details:

• Drivers in this position over the last six to twelve months have averaged annualized earnings of $100,000
• Hourly rate: $18 per hour

Activity-Based Bonus Components:

• Cent per mile rate: $0.52 per mile
• Stop pay: $60 per stop
• Safety training: $20 per hour 
• New hire training period: $300 per day
• Holiday pay: $200 per day
• Frequent home time
• Onsite management 
• Paid online orientation 

Driver Benefits: 

• PTO accrues from day one 
• 401(k) with company match 
• Eligible for medical, dental and vision coverage after just 30 days 
• Access to life insurance options 
• Access to mental health and disability benefits 
• And so much more! 

In addition to all these benefits, J.B. Hunt company drivers enjoy a culture of safety that is dedicated to recognizing and rewarding safe drivers. Don’t wait – join North America’s largest dedicated provider today! Call 1-877-791-9458 or pre-qualify online at DriveJBHunt.com. 

J.B. Hunt accepts pre-qualification forms on an ongoing basis. EOE including disability/veterans. Program details apply. In addition to the number of activities completed, factors which may affect annualized earnings include training completed, paid breaks, endorsements, tenure, equipment type and number of days worked each week. This position may be eligible for safety bonuses and incentives based on profitability or performance, as applicable. 

J.B. Hunt offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), two weeks of paid parental leave, and six days with holiday pay.