Senior Program Support & Escalations Specialist

Publicis Group; Troy, Northern (MI, KY); Hybrid; USD 61,000 - 80,000; Full time

Benefits offered by this job

Flexible working arrangements

Work Your World Program

Paid time off

Tuition assistance

Matching gifts

Medical coverage

Job summary

Publicis Digital Experience is seeking a Lead Program Support Specialist in the United States to respond to GM Executive Office inquiries and serve as the escalation point for offline contact center support. You will enhance customer satisfaction by managing cases, de-escalating issues, and coordinating with multiple departments.

The role requires 3–5 years in customer service, strong communication, and proficiency with MS Office. Competitive benefits and a salary range are provided.

Qualifications

• Minimum 3–5 years in customer service and managing escalations across multiple contact channels.
• Strong written and verbal communication skills.
• Detail-oriented with ability to multitask in a fast-paced environment.
• Experience with MS Office (Outlook, Excel, Word).
• Ability to diffuse frustration with options and solutions.
• Experience in Call Center, Customer Service, Retail and/or Sales.
• Interpersonal skills across staff, clients, vendors, and consultants.

Responsibilities

• Provide excellent customer service with empathy and de-escalation.
• Create, document and manage cases toward resolution.
• Provide updates or recommendations on cases across departments.
• Manage dealer and field escalations via phone or email.
• Maintain Special Service process and procedure manual.
• Prepare status reports and executive summaries as requested.
• Handle inbound email and CRM escalations and route to departments.
• Make sound decisions on unusual escalations or seek guidance from management.

Skills

Communication skills

Self-starter

Attention to detail

Multitasking

MS Office

Call center experience

Customer service

Escalation management

Tools

MS Office suite

Job description

Publicis Digital Experience is seeking a Lead Program Support Specialist in the United States to respond to GM Executive Office inquiries and serve as the escalation point for offline contact center support. You will enhance customer satisfaction by managing cases, de-escalating issues, and coordinating with multiple departments.

The role requires 3–5 years in customer service, strong communication, and proficiency with MS Office. Competitive benefits and a salary range are provided.