Job Description

SUMMARY:

The primary role of Telephony program support is to help manage the day to day activities related to both Adhoc and Cadence phone programs in the US and Canada.

The Telephony support specialists work as an interface between these business units and Epsilon’s call center partners to ensure the flawless execution of outbound calls.  

The Telephony support specialist will also assist as needed as a backup for the GM Financial IVR and Individual Auto program activities, which include conducting test calls and facilitating the loading of data files on a regular basis.

RESPONSIBILITIES:   

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Help execute Event Marketing campaigns for both the US and Canada dealers. 50% of time each week
  • Manage incoming enrollment forms, customer data files and scripts
  • Updating Event Marketing trackers and Calendars with the information provided
  • Manage inquiries from the time they are received until the inquiry has been resolved
  • Work with External vendors as needed for troubleshooting issues.
• Oversee day to day activities regarding previous days dialing results.10% of time each week
  • Monitor metrics at the program level each day and report if metrics are outside of an acceptable range for the goals.
  • Email all PSR reports to both Canada and US Account staff for Event Marketing Campaigns.
• Assist in special projects-report generation, testing, research etc. as needed. 5% of time each week               
  • Clarify CRM system access
  • GOLDEN Sequel queries
  • IVR Admin Tool as needed.
• Upload new scripts into OLCA as needed as backup to Project Manager. 5% of time each week
• Help execute individual IVR campaigns that are scheduled by the GM Financial and GM LMA teams. 25% of time each week
  • Create tickets for Production Support – QA and Prod- Manage 4 tickets through each campaign.
  • Provide list of new dealer prompts to Corinne Cagaanan for recording prior to test lead calls.
  • Use of IVR Admin tool includes pulling reports, creating individual dealer test leads.
  • Conducting phone call test leads to all of the dealers.
  • Work with External vendors as needed for troubleshooting issues.
• Participate in all Telephony related meetings on a scheduled weekly basis. 5% of time each week
  • Assist in pulling calls from KPI tool (add name).

The above outlines the principal work and responsibilities in the job and does not specify each and every task that might be performed.

QUALIFICATIONS:

• Prior client support experience is required, 1-2 years.
• Working knowledge of Microsoft Office, including Word, Excel and Outlook required.
• Must have extreme attention to detail. 
• Problem solving and analysis skills required.
• Ability to work independently
• Excellent verbal & written communication skills.
• Excellent time management skills, with the ability to work with deadlines.
• Documentation skills required

ADVANCEMENT OPPORTUNITIES:

• Dependent on performance, assigned responsibilities, and length of service in current position

Additional Information

WHEN YOU’RE ONE OF US, YOU GET TO RUN WITH THE BEST. For decades, we’ve been helping marketers from the world’s top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services.

Thanks to the work of every employee, Epsilon products and services have been recognized as industry-leading by the Forrester Wave™. We process more than 500 billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. And our CORE ID® is the industry’s most accurate, stable and scalable identity solution that helps brands recognize and reach 200M+ U.S. consumers in a privacy-safe way.

Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit epsilon.com

GREAT PEOPLE DESERVE GREAT BENEFITS

We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.

Epsilon is an Equal Opportunity Employer.  Epsilon’s policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories.

Epsilon will provide accommodations to applicants needing accommodations to complete the application process.

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