Lead Program Support Specialist

Publicis Digital Experience, a division of Publicis Groupe, is a network of top-tier agencies designed to develop capabilities and solutions that enable growth and provide scaled access to the digital expertise of Publicis Groupe. Together, the portfolio creates value at the intersection of technology and experiences to connect brands and people. With expertise in consumer engagement, CRM, and commerce, Publicis Digital Experience powers brands and empowers people in a new era of creativity, adapting to ever-changing landscapes with fluid thinking and problem-solving approaches.

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 as needed.

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.
• Strong listening skills to address customer concerns and diffuse frustration by providing options and solutions.
• Ability to document all pertinent information using 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 as needed.
• 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 to support work/life balance.
• 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 eligible employees to work from a Publicis Groupe office for up to 6 weeks a year.
• 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, parking, legal, pet, auto, and home insurance.

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.