Sr. Specialist, Client Delivery - Incent

Duties/Responsibilities: 

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

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

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

• Review marketing materials submitted by customers against an established set of guidelines and brand standards to determine eligible cost for reimbursement 

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

• Lead partnerships by serving as a liaison with 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 mentoring and training peers 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 demonstrated ability 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 service skills 

• Strong attention to detail and excellent time management 

• Strong verbal and written communication skills 

• A natural curiosity and eager desire to learn