Lead Program Support Specialist

About the Company

A division of Publicis Groupe, Publicis Digital Experience is a network of top-tier agencies designed to develop capabilities and solutions to enable growth and provide scaled access to the digital capabilities of Publicis Groupe in service of our clients. Together, the Publicis Digital Experience portfolio endeavors to create value at the intersection of technology and experiences to connect brands and people. The network transforms brand experiences to help clients navigate, develop, and activate commerce, providing a future-proof model for modern marketing. With expertise in consumer engagement, CRM, and commerce, Publicis Digital Experience powers brands and empowers people in a new era of creativity.

Publicis Digital Experience operates with over 5,000 employees globally, encompassing agency brands such as Razorfish, Digitas, Arc Worldwide, Saatchi Saatchi X, Plowshare, 3Share, Epsilon Auto, and the Publicis Commerce Exchange.

About the Role

The Lead Program Support Specialist responds to correspondence addressed to the GM Executive Office related to the Loyalty Line of Business. This role serves as the escalation point for the contact center offline support group, handling difficult-to-resolve consumer and dealer issues.

Responsibilities

• Provide excellent customer service with an emphasis on soft skills, proactive resolution, and de-escalation tactics, demonstrating empathy in all interactions.
• Create, document, and manage cases toward resolution.
• 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 the Special Service process and procedure manual to ensure it is 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 and CRM application escalations, route them to the necessary departments, and prioritize based on urgency.
• Formulate sound decisions for handling unusual escalations or seek guidance from the management team when appropriate.

Qualifications

• 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.
• Experience with MS Office products: Outlook, Excel, Word.
• Ability to 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, including reprioritization skills.
• Demonstrated effective interpersonal skills for interaction with all levels of staff, clients, vendors, and consultants, even in stressful situations.

Benefits

• Monetary assistance and support for adoption, surrogacy, and fertility.
• Monetary assistance and support for pet adoption.
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements.
• Tuition Assistance.
• Paid time off, including Flexible Time Off, Vacation, Annual Sick Days, Volunteer Days, Holiday, and Identity Days.
• Matching Gifts programs.
• Flexible working arrangements, including the "Work Your World" Program, allowing employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based on eligibility).
• Business Resource Groups supporting multiple affinities and alliances.
• Medical, dental, vision, disability, and 401(k) benefits for eligible employees.
• Voluntary benefit options for freelancers and temporary employees, including supplemental medical insurance, transportation and parking benefits, legal benefits, pet insurance, and auto and home insurance.

Eligibility for medical and voluntary benefits requires 90 consecutive calendar days of active employment. Freelancers and temporary employees may qualify for participation in the medical plan and 401(k) after meeting certain criteria.

Pay

Compensation Range: USD $60,800.00 - USD $80,000.00/Annually. Compensation will be determined based on skills, qualifications, and experience, consistent with applicable law.