[Remote] Costco Program Coordinator

Note: The job is a remote job and is open to candidates in USA. Jacuzzi Group is the premier manufacturer of functional products for the home and outdoor space. They are currently seeking a Costco Program Coordinator to coordinate with the Costco support team and improve satisfaction from Costco’s retail program on a nationwide level.

Responsibilities

• Support Costco Program Manager in quoting and selling leads in Costco CRM
• Support Costco Program Manager to process payments in OMS platform
• Promptly monitor and resolve any Costco member escalations
• Validate loan terms and payment for Costco customers
• Review, resolve or cancel leads based off data from Centah dashboard. (CRM)
• “Own” and understand Costco’s CRM Centah and communication portals
• Coordinate with local markets to ensure all required paperwork is completed and uploaded to customer accounts
• Analyze program performance metrics and provide feedback to optimize processes and improve customer experiences
• Collaborate with internal teams including marketing, sales, and operations to ensure program requirements are met
• Work with production, sales and business admin managers to analyze escalation data and drive process improvements
• Support escalations meetings with Production Managers twice a week to ensure major escalations are being worked on and resolved in a timely manner
• Review all Centah notes relating to appointments and service and send for follow up to the appropriate departments
• Spearhead and lead continuous improvement efforts. Share all program developments and updates with internal stakeholders
• Communicate regularly and share program development updates with internal stakeholders
• Review Costco final paperwork to ensure all documents are being uploaded accurately for Costco’s approval
• Ensure Costco payments are properly processed

Skills

• Support Costco Program Manager in quoting and selling leads in Costco CRM
• Support Costco Program Manager to process payments in OMS platform
• Promptly monitor and resolve any Costco member escalations
• Validate loan terms and payment for Costco customers
• Review, resolve or cancel leads based off data from Centah dashboard. (CRM)
• Own and understand Costco's CRM Centah and communication portals
• Coordinate with local markets to ensure all required paperwork is completed and uploaded to customer accounts
• Analyze program performance metrics and provide feedback to optimize processes and improve customer experiences
• Collaborate with internal teams including marketing, sales, and operations to ensure program requirements are met
• Work with production, sales and business admin managers to analyze escalation data and drive process improvements
• Support escalations meetings with Production Managers twice a week to ensure major escalations are being worked on and resolved in a timely manner
• Review all Centah notes relating to appointments and service and send for follow up to the appropriate departments
• Spearhead and lead continuous improvement efforts. Share all program developments and updates with internal stakeholders
• Communicate regularly and share program development updates with internal stakeholders
• Review Costco final paperwork to ensure all documents are being uploaded accurately for Costco's approval
• Ensure Costco payments are properly processed
• Fully remote, PST Preferred

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