Lead Program Support Specialist
Core
Escalation point for the contact center offline support group, handling difficult consumer and dealer issues and responding to correspondence for the GM Executive Office related to the Loyalty Line of Business.
Role type
Senior IC Program Support Specialist
Builds
Resolution of escalated consumer and dealer issues within the Loyalty Line of Business
Domain
Marketing / Loyalty Programs / Customer Support
Deliverable
client delivery
Required skills
Case management, de-escalation tactics, executive reporting, CRM application management, process documentation, prioritization, decision making for unusual escalations
Preferred skills
Experience in Call Center, Customer Service, Retail, or Sales environments
Technologies
MS Office (Outlook, Excel, Word), CRM platforms, multiple computer platforms and browsers
Responsibilities
Respond to correspondence addressed to the GM Executive Office related to the Loyalty Line of Business; Create, document and manage cases towards resolution; Manage dealer and field personnel escalations that come to Special Services by phone or email; Maintain Special Service process and procedure manual; Prepare accurate and timely status reports and executive summaries; 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.
Seniority
Mid-Senior level (3-5 years experience)