Lead Program Support Specialist

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

Company Description

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.

Our model to transform every brand experience will help clients navigate, develop, and activate commerce in a way that will provide them with a future-proof model for modern marketing. With our unique expertise in consumer engagement, CRM, and commerce, Publicis Digital Experience powers brands and empowers people in a new era of creativity. An ever-changing landscape and the need for fluid thinking is just part of our problem-solving nature. Which means we're untethered from any specific medium or method—we go where ideas will work best.

We are an expanding network with more than 5,000 employees, with agency brands throughout our global offices. Publicis Digital Experience brands include Razorfish, Digitas, Arc Worldwide, Saatchi Saatchi X, Plowshare, 3Share, Epsilon Auto and the Publicis Commerce Exchange.

Overview

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

Responsibilities

• Responsible for providing excellent customer service with an emphasis on soft skills, customer-focused proactive resolution, and de-escalation tactics, and demonstrate empathy in all interactions.
• Create, document and manage cases towards resolution
• Ability to 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 Special Service process and procedure manual to be up-to-date and relevant for all products and services.
• Prepare accurate and timely status reports and executive summaries as requested
• Manage all inbound e-mail & CRM application escalations, route to the necessary departments for handling and prioritize based on sense of urgency.
• Formulate sound decisions for handling unusual escalations or appropriately seek guidance from management team.

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

Additional Information

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

• 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 help you invest in your future and work/life balance
• Tuition Assistance
• Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
• Matching Gifts programs
• Flexible working arrangements
• Work Your World' Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
• Business Resource Groups that support multiple affinities and alliances

The benefits offerings listed are available to eligible U.S. Based employees, are reviewed on an annual basis, and are governed by the terms of the applicable plan documents.

We also offer medical and voluntary benefits to our freelancers and temporary employees. Voluntary benefit options include supplemental medical insurance, transportation, and parking benefits, legal benefits, pet insurance, and auto and home insurance. You must be actively employed for 90 consecutive calendar days in order to be eligible for Publicis medical and voluntary benefits.

You must be work authorized in the United States on a full-time basis without the need for employer sponsorship now or in the future. The Company cannot offer employment to F-1 (student) visa holders who require employer sponsorship in the future or cannot work now on a full-time basis.

Publicis Digital Experience is an Equal Opportunity Employer. Our employment decisions are made without regard to actual or perceived race, color, ethnicity, religion, creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, national origin, ancestry, citizenship status, age, disability, medical condition as defined by applicable state law, genetic information, marital status, military service and veteran status, or any other characteristic protected by applicable federal, state or local laws and ordinances.

If you require accommodation or assistance with the application or onboarding process specifically, please contact [e-mail].

All your information will be kept confidential according to EEO guidelines.

Compensation Range: USD $60,800.00 - USD $80,000.00/Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 12/7/2026.