Lead Program Support Specialist

Company Description

A division of Publicis Groupe, Publicis Digital Experience is a network of top-tier agencies designed to develop capabilities and solutions to enable growth and provide scaled access to the digital capabilities of Publicis Groupe in service of our clients. Together, the Publicis Digital Experience portfolio endeavors to create value at the intersection of technology and experiences to connect brands and people.

Our model to transform every brand experience will help clients navigate, develop, and activate commerce in a way that will provide them with a future-proof model for modern marketing. With our unique expertise in consumer engagement, CRM, and commerce, Publicis Digital Experience powers brands and empowers people in a new era of creativity. An ever-changing landscape and the need for fluid thinking is just part of our problem-solving nature. Which means we're untethered from any specific medium or method—we go where ideas will work best.

We are an expanding network with more than 5,000 employees, with agency brands throughout our global offices. Publicis Digital Experience brands include Razorfish, Digitas, Arc Worldwide, Saatchi Saatchi X, Plowshare, 3Share, and the Publicis Commerce Exchange.

Overview

This is a hybrid role and will require 3 days per week in office in Troy, MI or West Chicago, IL.

The Lead Program Support Specialist is responsible for responding to correspondence addressed to the GM Executive Office related to the Loyalty Line of Business. This role serves as the escalation point for the contact center offline support group, handling difficult consumer and dealer issues.

Responsibilities

• Provide excellent customer service with an emphasis on soft skills, proactive resolution, de-escalation tactics, and empathy in all interactions.
• Create, document, and manage cases toward resolution.
• Offer updates or recommendations on existing cases belonging to other departments.
• Manage dealer and field personnel issues received by phone or email.
• Maintain the Special Service process and procedure manual to ensure it is up-to-date and relevant for all products and services.
• Prepare accurate and timely status reports and executive summaries as requested.
• Handle all inbound emails and CRM application issues, routing them to the necessary departments based on urgency.
• Make informed decisions on handling unusual escalations or seek guidance from the management team when necessary.

Qualifications

• Strong preference for experience working with the Salesforce platform.
• Automotive and dealer experience strongly preferred.
• Self-starter who excels at working independently within a diverse team environment.
• Excellent written and verbal business communication skills.
• Strong attention to detail, organizational skills, and multitasking ability in a fast-paced environment.
• Working knowledge of multiple computer platforms, browsers, and operating systems.
• Experience with MS Office products: Outlook, Excel, Word.
• Use 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 appropriate tracking methods.
• Minimum of 3-5 years of experience providing customer service support and handling concerns through multiple contact channels (phone, face-to-face, written correspondence, client/portfolio managers, etc.).
• Minimum of 3-5 years of experience in 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 Information

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

• Paid Family Care for parents and caregivers for 12 weeks or more
• Monetary assistance and support for Adoption, Surrogacy and Fertility
• Monetary assistance and support for pet adoption
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
• Tuition Assistance
• Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
• Matching Gifts programs
• Flexible working arrangements
• 'Work Your World' Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
• Business Resource Groups that support multiple affinities and alliances

The benefits offerings listed are available to eligible U.S. Based employees, are reviewed on an annual basis, and are governed by the terms of the applicable plan documents.

Publicis Digital Experience is an Equal Opportunity Employer. Our employment decisions are made without regard to actual or perceived race, color, ethnicity, religion, creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, national origin, ancestry, citizenship status, age, disability, medical condition as defined by applicable state law, genetic information, marital status, military service and veteran status, or any other characteristic protected by applicable federal, state or local laws and ordinances.

If you require accommodation or assistance with the application or onboarding process specifically, please contact [email protected].  All your information will be kept confidential according to EEO guidelines.

Compensation Range: $49,305 -  $62,300 annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 11/07/2025.

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Compensation Range: USD $49,305.00 - USD $62,300.00/Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 11/9/2025.