Program Administrator

OneMagnify•Detroit, MI

22h

About The Position

OneMagnify is a global performance marketing organization working at the intersection of brand marketing, technology, data, and analytics. The Company’s core offerings accelerate business, amplify real-time results, and help set their clients apart from their competitors. OneMagnify partners with clients to design, implement, and manage marketing and brand strategies using analytical and predictive data models that provide valuable customer insights to drive higher levels of sales conversion. OneMagnify’s commitment to employee growth and development extends far beyond typical approaches. We take great pride in fostering an environment where each of our 700+ colleagues can thrive and achieve their personal best. OneMagnify has been recognized as a Top Workplace, Best Workplace and Cool Workplace in the United States for 10 consecutive years and recently was recognized as a Top Workplace in India. Program Administration is a team of highly motivated individuals supporting Client Operations - Program Support in delivering high quality work associated with various client deliverables. Program Administrators report directly to Team Supervisors and/or Managers, working together to create numerous opportunities to develop the business acumen and skillsets associated with growing a career at OneMagnify. Training for this role is scheduled from 9am-5:30pm, Monday through Friday for the first 3 weeks upon hire. Once training is complete, defined work schedule becomes 10:30am-7pm, Monday through Friday.

Requirements

One to three months customer service experience
Excellent communication skills, both written and verbal, with proactive follow-up
Motivation to be detail oriented while effectively multi-tasking in a fast-pace environment
Personable and energetic approach with a strong emphasis on customer/colleague correspondence
Advanced skill in Microsoft Office applications such as (but not limited to) Microsoft Outlook, Word, and Excel
Basic level of technical competency to address issues that arise in remote work environment
Ability to work both autonomously and collaboratively while remaining consistently accountable
Customer Service mindset. Foster a good company culture.

Nice To Haves

Experience operating within Salesforce Service Cloud is preferred, but not required

Responsibilities

Support Client Operations - Program Support delivery team by providing administrative support defined by Statements of Work, answering phone calls, email inquiries, conducting appropriate follow up when applicable
Maintain daily tasks associated with varying Service Level Agreements simultaneously
Provide automotive dealer and customer support with strict adherence to client expectations in relation to technical website issues, program qualification clarifications, program data processes, and eligibility verifications
Perform semi-scripted outbound phone call mystery shops to assigned Dealers and Independent Repair Facilities to schedule vehicle services according to provided guidelines
Observe and evaluate the customer service provided by focused audience
Effectively maneuver through various systems, both proprietary and client-owned, simultaneously to deliver solutions of varying degrees
Connect with OneMagnify team members in addition to external customers via phone, email, Microsoft Teams, and on-camera meetings
Apply solution-focused thinking to determine root cause of customer issue, creating cases for escalation when applicable, while maintaining proper follow-through business practices on critical issue cases
Manage contact information within Salesforce Service Cloud
Handle Sensitive Personally Identifiable Information (SPII), including but not limited to social security numbers, customer names and addresses
Facilitate dealer and customer rewards programs, completing financial payouts in various forms dictated by OneMagnify clients
Support OneMagnify’s quality standards, policies, procedures and work instructions as outlined in the company quality management system documentation