Sr. Specialist, Client Delivery - Incent

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.

Duties/Responsibilities:

• Work with a wide range of clients and customers (primarily via phone, chat, and email)to understand their marketing needsand resolve escalations independently

• Maintain accurateprofile and communication records with proactive reporting tied to support and actions provided

• Coach customers and advertising partners in creating and submittingbrand-enhancing content and program-abiding documentation

• Reviewmarketing materials submittedby customers against an established set of guidelines and brand standards to determineeligible cost for reimbursement

• Work with customers to increase participation, engagement rates, and content performance on all applicable platforms

• Lead partnershipsby serving as a liaisonwith internal teams

• Collaborate with team

• Participate in idea-sharing and brainstorming sessions

• Provide ongoing feedback, both internally as well as proactively communicating status and recommendations to customers

• Troubleshoot issues with website functionality and work with IT to resolve

• Perform monthly release testing and enhancement quality assurance

• Perform quality control checks on own work (self-QC) and take accountability for individual quality and productivity

• Perform quality control checks at the pre-payment level to ensure accuracy and compliance with program guidelines

• Support in mentoringand trainingpeers to increase program and platform knowledge and to improve quality

• Able to flex up or down in job responsibilities when needed

Qualifications:

• Bachelor’s degree in a business, communication, journalism, marketing, or related field

• 1+ years of agency or related experience

• Some remote-work experience preferred and demonstratedability to work independently

• Proven technical competence including experience with Microsoft Word, Excel, Outlook, and social publishing platforms

• Multimedia digital knowledge preferred

• Experience working with collaborative teams in a fast-paced environment

• Understanding of industry trends and a passion for technological innovation& client service

• Exceptional client and customer serviceskills

• Strong attention to detail and excellent time management

• Strong verbal and written communication skills

• A natural curiosity and eager desire to learn