Senior Escalation & Loyalty Program Specialist

UNAVAILABLE; Troy (MI); On-site; USD 61,000 - 80,000; Full time

Benefits offered by this job

Adoption/fertility support

Health & wellness reimbursements

Tuition assistance

Paid time off

Flexible working arrangements

Work Your World program

Job summary

Publicis Digital Experience is seeking a Lead Program Support Specialist to act as the escalation point for the Loyalty Line of Business within the GM Executive Office. You will handle difficult consumer and dealer issues with a strong emphasis on empathy, soft skills, and proactive resolution.

Responsibilities include creating and managing cases, providing updates to other departments, and handling dealer escalations via phone or email while maintaining up-to-date process manuals and timely

Qualifications

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

Responsibilities

• Provide excellent customer service with empathy, de-escalation, and proactive resolution.
• Create, document and manage cases toward resolution.
• Provide updates or recommendations on existing cases to other departments.
• Manage dealer and field escalations via phone or email.
• Maintain Special Service process and procedure manuals for all products/services.
• Prepare accurate status reports and executive summaries as requested.
• Handle inbound email and CRM escalations and route to appropriate departments.
• Formulate sound decisions for unusual escalations or seek guidance from management.

Skills

Customer service

De-escalation

Communication skills

Organizational skills

Multitasking

Call center experience

Tools

MS Office

CRM

Job description

Publicis Digital Experience is seeking a Lead Program Support Specialist to act as the escalation point for the Loyalty Line of Business within the GM Executive Office. You will handle difficult consumer and dealer issues with a strong emphasis on empathy, soft skills, and proactive resolution.

Responsibilities include creating and managing cases, providing updates to other departments, and handling dealer escalations via phone or email while maintaining up-to-date process manuals and timely