Program Administrator

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.

What you’ll do:

• 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

What you’ll need: 

• 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

Benefits

We offer a comprehensive benefits package including medical, dental, 401(k), paid holidays, vacations, and more.

About us

Whether it’s awareness, advocacy, engagement, or efficacy, we move brands forward with work that connects with audiences and delivers results. Through meaningful analytics, engaging communications and innovative technology solutions, we help clients tackle their most ambitious projects and overcome their biggest challenges.

We are an equal opportunity employer

We believe that Innovative ideas and solutions start with unique perspectives. That’s why we’re committed to providing every employee a workplace that’s free of discrimination and intolerance. We’re proud to be an equal opportunity employer and actively search for like-minded people to join our team.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job functions, and to receive benefits and privileges of employment. Please contact us to request accommodation.