Lead Program Support & Escalations

Publicis Digital Experience; West Chicago (IL); On-site; USD 61,000 - 80,000; Full time

Benefits offered by this job

Adoption & fertility support

Pet adoption support

Wellness and benefits programs

Tuition assistance

Paid time off

Job summary

Publicis Digital Experience is seeking a Lead Program Support Specialist to respond to and escalate loyalty-related inquiries, ensuring proactive resolutions and high-quality customer service. The role focuses on empathy, timely case management, and collaboration across departments to resolve dealer and consumer issues.

Ideal candidates bring 3–5 years in customer service, strong communication, and experience handling escalations in call center or retail environments.

Qualifications

• 3–5 years of experience providing customer service support and managing escalations across multiple channels.
• Experience in Call Center, Customer Service, Retail and/or Sales environments.
• Excellent written and verbal business communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Provide excellent customer service with focus on empathy and de-escalation.
• Create, document and manage cases toward resolution.
• Update and advise on cases across departments as needed.
• Manage dealer and field escalations via phone or email.
• Maintain and update the Special Service process manual.
• Prepare timely status reports and executive summaries.
• Handle inbound email and CRM escalations; route to appropriate departments.
• Make sound decisions for unusual escalations and seek guidance when needed.

Skills

Customer service

Escalations management

Multitasking

Written communication

Verbal communication

Tools

MS Office

Job description

Publicis Digital Experience is seeking a Lead Program Support Specialist to respond to and escalate loyalty-related inquiries, ensuring proactive resolutions and high-quality customer service. The role focuses on empathy, timely case management, and collaboration across departments to resolve dealer and consumer issues.

Ideal candidates bring 3–5 years in customer service, strong communication, and experience handling escalations in call center or retail environments.