Job Description

OneMagnify is an AI native, platform-enabled B2B digital agency operating at the intersection of data, technology, and creativity. We help complex organizations drive measurable business outcomes by building smarter customer experiences and delivering highly integrated solutions across digital, media, and technology. By combining deep industry expertise with advanced analytics and artificial intelligence, we enable our clients to make better decisions, move faster, and compete more effectively in dynamic markets.

This role sits within OneMagnify’s Channel Solutions team, supporting the delivery of automotive customer and dealer programs that run at real scale. You’ll be part of the frontline experience for dealers, repair facilities, and end customers—making sure programs work as designed and issues get resolved the right way. The impact is practical and visible: accurate program execution, reliable data, and customer interactions that reflect the brands we represent.

You’ll help ensure automotive incentive, service, and rewards programs actually function in the real world. That means dealers and service personnel get clear answers, customers receive the benefits they’re eligible for, and client commitments defined in Statements of Work are delivered consistently. When something breaks—whether it’s a website issue, eligibility question, or data discrepancy—you’re part of the solution.

This role also contributes to OneMagnify’s integrated delivery model. You’ll work across client-owned platforms and proprietary systems, feeding insights back to delivery, operations, and quality teams. The accuracy of your work directly affects reporting, payouts, and client trust—making this role foundational to how programs scale.

What You’ll Do

Deliver Reliable Client Program Support

• Serve as a primary point of contact for Dealers, Independent Repair Facilities, and customers via phone and email, aligned to defined SLAs and client expectations
• 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

Evaluate Real-World Customer Experiences

• 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

Navigate Systems to Resolve Issues

• 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

Support Program Operations and Rewards Fulfillment

• 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

Collaborate Across Teams

• 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

What You’ll Need

• 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

Future-Ready Skills (Nice to Have)

• Familiarity with Salesforce Service Cloud or similar CRM platforms
• Exposure to automotive dealer programs, incentive programs, or rewards fulfillment
• Experience working within service-level agreements tied to client contracts
• Comfort working across integrated marketing, data, or technology delivery teams
• Early exposure to automation, QA tools, or AI-assisted workflows in customer operations