Sr. Operations Specialist

Ansira•Northampton, MA

3d•Remote

About The Position

The Sr. Specialist provides support to local channel partners and their advertising partners through thought leadership, a strong understanding of the client’s strategic priorities and key business objectives, a thorough understanding of each program’s guidelines, basic knowledge of traditional and digital media, and expertise in both program administration and customer service. This role is critical to our global client and customer success and each individual must be focused on serving as a brand ambassador, collaborating with internal and external team members, controlling quality, identification of potential risk and issues, being the voice of the customer, and providing excellent customer service.

Requirements

6 months-1 year of related experience
Exceptional customer service
Ability to work independently as well as part of a team
Effective verbal and written communication skills
Exceptional organizational, time management and detail-oriented skills
Proficiency in Microsoft Office (especially with Excel)

Nice To Haves

Experience in the automotive industry, preferred
Bachelor’s degree in related field, preferred

Responsibilities

Learn and have a comprehensive understanding of complex program rules and procedures
Appropriately deliver and communicate program compliance or non-compliance with Dealership personnel and the Corporate Field Team
Manage Dealer issues and concerns with the Dealer, Corporate Field Team and Supervisor
Manage call volume and respond to requests for information or assistance
Perform quality control checks of Dealer Reviews, website data and Field Rep schedules to ensure accuracy and compliance with program guidelines [QC]
Support various program audit processes
Pull activity data weekly and monthly to be included in internal and client-facing reports
Support Dealer appeal process, communications and reporting
Assist with entering technical cases as needed to initiate project work
Assist in site testing and development of test cases, scenarios, and templates
Work directly with internal development team on web enhancements
Participate in internal and IT calls and meetings
Achieve and maintain established productivity and quality standards
Perform other ad hoc duties as assigned by management
Complete administrative tasks such as filing, mailing, etc.
Remote-first working environment