Program Administrator

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Act as the main contact for dealers, independent repair facilities, and customers through phone and email communications.

• Offer assistance regarding program rules, eligibility criteria, and technical issues related to the website.

• Ensure follow-through on inquiries to achieve resolution of issues.

• Perform semi-scripted outbound mystery shop calls.

• Evaluate customer service interactions based on program guidelines.

• Accurately document findings to enhance quality and improve the program.

• Collaborate across client-owned platforms and OneMagnify systems.

• Utilize Salesforce Service Cloud for managing contact records, cases, and follow-ups.

• Identify root causes and escalate issues as necessary.

• Oversee dealer and customer rewards programs, including the processing of financial payouts.

• Maintain data integrity and compliance when dealing with sensitive personally identifiable information.

• Work in partnership with operations and delivery teams to ensure smooth program functionality.

• Communicate with team members through Microsoft Teams, email, phone, and video meetings.

• Share insights, issues, and feedback to enhance program execution and improve customer experience.

• Adhere to quality standards and follow documented work practices.

⛳️ Requirements

• High school diploma or equivalent experience is required.

• Minimum of 3 months of customer service experience in a call center, operations, or client-facing role.

• Strong written and verbal communication skills with an emphasis on follow-through.

• Proficient in Microsoft Outlook, Word, and Excel.

• Capable of navigating multiple systems and resolving basic technical issues in a remote environment.

• Experience in handling sensitive customer information with care and discretion.

• A customer-first approach balanced with accountability for process and accuracy.

• Proven initiative in day-to-day responsibilities.

• Familiarity with Salesforce Service Cloud or similar CRM platforms is a plus.

• Experience with automotive dealer programs, incentive programs, or rewards fulfillment is a plus.

• Experience working within service-level agreements related to client contracts is a plus.

• Comfort in collaborating across integrated marketing, data, or technology delivery teams is a plus.

• Early exposure to automation, QA tools, or AI-assisted workflows in customer operations is a plus.

🏝️ Benefits

• Option for remote work.

• Training will be provided during the initial 3 weeks of employment.

• Established work schedule following training: 10:30am-7pm ET, Monday through Friday.