Program Administrator

• 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

• 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

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

• medical
• dental
• 401(k)
• paid holidays
• vacations