Job Description
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.
- 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.
Job Description
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.
- 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.
Requirements:- 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 InformationEpsilon at Our COREEpsilon is a global advertising and marketing technology company positioned at the center of Publicis Groupe. Our products accelerate our clients' ability to harness the power of their first-party data to activate campaigns across channels and devices, with an unparalleled ability to prove outcomes. For decades, we've been helping marketers from the world's top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Our best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, retail media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC.
Curious about life at Epsilon? Explore Our Culture, DE&I initiatives, and our commitment to our communities.
Epsilon has a core set of 5 values that define our culture and guide us to create value for our clients, our people and consumers. We are seeking candidates that align with our company values, demonstrate them and make them meaningful in their day-to-day work:
- Act with integrity.We are transparent and have the courage to do the right thing.
- Work together to win together.We believe collaboration is the catalyst that unlocks our full potential.
- Innovate with purpose.We shape the market with big ideas that drive big outcomes.
- Respect all voices.We embrace differences and foster a culture of connection and belonging.
- Empower with accountability.We trust each other to own and deliver on common goals.
Because You MatterAs an Epsilon employee, you deserve perks and benefits that put you, your family and your finances first. Our benefits encompass a wide range of offerings, including but not limited to the following:
- Time to Recharge: Flexible time off (FTO), 14 paid holidays
- Time to Recover: Paid sick time
- Family Well-Being: Parental/new child leave, childcare & elder care assistance, adoption assistance
- Extra Perks: Comprehensive health coverage, 401(k), tuition assistance, commuter benefits, professional development, employee recognition, charitable donation matching, health coaching and counseling
Epsilon benefits are subject to eligibility requirements and other terms.
Epsilon is an Equal Opportunity Employer.Epsilon's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories. Epsilon will provide accommodations to applicants needing accommodations to complete the application process.
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