Serve as a primary point of contact for Dealers, Independent Repair Facilities, and customers via phone and email
Provide clear guidance on program rules, eligibility, and technical website issues tied to active automotive programs
Maintain consistent follow-through on inquiries so issues are resolved, not just acknowledged
Conduct semi-scripted outbound mystery shop calls to dealers and independent repair facilities
Observe and assess customer service interactions against program guidelines
Capture findings accurately to support quality and program improvement efforts
Work across multiple systems simultaneously, including client-owned platforms and OneMagnify tools
Use Salesforce Service Cloud to manage contact records, cases, and follow-ups
Apply solution-focused thinking to identify root causes and escalate issues appropriately
Facilitate dealer and customer rewards programs, including processing financial payouts as defined by client programs
Ensure data accuracy and compliance when handling sensitive personally identifiable information (SPII)
Partner with operations and delivery teams to keep programs running smoothly end to end
Communicate regularly with OneMagnify teammates through Microsoft Teams, email, phone, and on-camera meetings
Share patterns, issues, and feedback that help improve program execution and customer experience
Operate within OneMagnify’s quality standards and documented work practices

High school diploma or equivalent experience
At least 3 months of customer service experience in a call center, operations, or client-facing environment
Clear written and verbal communication skills with a focus on follow-through
Comfort working in Microsoft Outlook, Word, and Excel
Ability to navigate multiple systems and resolve basic technical issues in a remote setting
Experience handling sensitive customer information with care and discretion
A customer-first mindset balanced with accountability to process and accuracy
Demonstrated initiative in day-to-day work
Familiarity with Salesforce Service Cloud or similar CRM platforms (nice to have)
Exposure to automotive dealer programs, incentive programs, or rewards fulfillment (nice to have)
Experience working within service-level agreements tied to client contracts (nice to have)
Comfort working across integrated marketing, data, or technology delivery teams (nice to have)
Early exposure to automation, QA tools, or AI-assisted workflows in customer operations (nice to have)

Program Administrator

Key skills