Customer Escalations & Programs Lead

Publicis Digital Experience; Troy (MI); On-site; USD 61,000 - 80,000; Full time

Benefits offered by this job

Adoption & fertility assistance

Pet adoption assistance

Health/wellness reimbursements

Tuition assistance

Paid time off (PTO) and holidays

Matching gifts

Flexible working arrangements

Work Your World program

Job summary

Publicis Digital Experience is seeking a Lead Program Support Specialist in the United States to respond to GM Executive Office inquiries related to the Loyalty Line of Business. This role serves as the escalation point for the offline contact center, handling difficult consumer and dealer issues with a focus on empathetic, proactive resolution.

You will create and manage cases, provide updates to other departments, and handle dealer and field escalations via phone or email, maintaining the

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 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

Responsibilities

• Provide excellent customer service with emphasis on soft skills, proactive resolution, and de-escalation.
• Create, document and manage cases towards resolution
• Provide updates or recommendations on existing cases belonging to other departments
• Manage dealer and field personnel escalations by phone or email
• Maintain Special Service process and procedure manual
• Prepare accurate and timely status reports and executive summaries
• Manage all inbound email & CRM escalations, route to necessary departments and prioritize by urgency
• Formulate sound decisions for handling unusual escalations or seeking guidance from management

Skills

Self-starter

Excellent written and verbal business-

Attention to detail

MS Office (Outlook, Excel, Word)

Case management / escalation handling

Customer service experience

Multitasking in fast-paced environment

Documentation and reporting

Tools

MS Office

Job description

Publicis Digital Experience is seeking a Lead Program Support Specialist in the United States to respond to GM Executive Office inquiries related to the Loyalty Line of Business. This role serves as the escalation point for the offline contact center, handling difficult consumer and dealer issues with a focus on empathetic, proactive resolution.

You will create and manage cases, provide updates to other departments, and handle dealer and field escalations via phone or email, maintaining the