Hiring For Participant Services Coordinator

by: Nichole Gunn July 2, 2015

Statement of Responsibilitand Job Description


PositionParticipant ServicesCoordinator

Division/Department: Account Managmeent

Reports to: Participant Services Supervisor


Overall Responsibilities

  • Participant Satisfaction: As the first point of contact for incentive program participants, you must provide excellent customer service to ensure the participant values the program to drive loyalty for our clients; estimated at 70%of a Participant ServicesCoordinator's daily responsibilities
  • Data Entry: Assists in maintaining participant database by entering and/or approving program-related claim forms resulting in awards for designated participants; estimated at 15% of a Participant Services Coordinator's daily responsibilities
  • Communication Campaign Support: Contribute to an incentive program's success by contacting participants according to campaign guidelines to encourage program participation; estimated at 5-10% of a Participant ServicesCoordinator'sdaily responsibilities
  • Internal Support: Work on or assist in other activities to support team/company objectives; estimated at 5-10%of a Participant Services Coordinator'sdaliy responsibilities


Participant Services Coordinator Individual Objectives

  • Customer Service:
    • Ticketing System
      • Average First Response Time: within8 business hours
      • Average Resolution Time: within 7 business days
      • On-Time Resolution: 85%
      • Participant Happiness Quotient: 85%
    • Phone Software Analytics
      • Team Abandon Rate: Equal to or less than 5%
      • Team Average Wait Time: Equal to or less than 30 seconds
      • Individual Login Times: Average 6 hours/day
  • PSG/AM Satisfaction Survey: Meet or exceed 85%
  • Data Entry Error Rate: Determined by Client's program service level agreements


Specific Responsibilities

  • Participant Satisfaction
    • Monitor and respond to participant inquiries made via phone or email in a timely and professional manner (such activities include redemption issues, log-in and navigation troubleshooting,program­ related inquiries, special redemptions and other participant requests/support as needed)
    • Work closely with our vendor management team to resolve redemption issues and Account Managers for escalations
  • Data Entry
    • Prepare source data for computer entry by compiling and sorting information; establishing entry priorities based on client service level agreements
    • Processparticipantsourcedocuments by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the participant for resolution
    • Enter participant claim data by inputting alphabetic and numeric information on keyboard according to approved system formats
    • Verify entered participant claim data by reviewing, correcting, deletin g,or reentering data
    • Test programand system changes/upgradesbyinputtingnewdata; reviewing output
  • CommunicatioCampaigSupport
    • Execute programcommunicationsplan as assigned (suchactivities include calling program participants to encourage account activationand point redemptionsand sending email communications)
    • Document all call information according to standardoperating procedures
  • Internal Support
    • Share best practices and improvement ideas within teamand directsupervisor
    • Work on or assist in any otheractivities as needed to support the teamand oompany



  • Experience
    • College-level degree required
    • 1-2 years of related work experience preferred
    • Experiencein any of following areas aplus: acoount managemenuaccount service, customer service
    • Experience with incentiveor loyalty relationship marketing programs a plus
  • Skills
    • Organized and detail-oriented
    • Able to multi-task, managing multiple projects/priorities
    • Strong skills in: Listening,Written/verbal communication,sProblem solving
    • Able to anticipate and take initiative
    • Able to learnquickly in general (new product info,software, different industries, etc.)
    • Able to adapt quickly in a rapidly changing environment
    • Able to communicate effecitvely with technology, creative and sales/marketingprofessionals
    • Proficiency in MicrosoftOffice a must
    • Fluencyin other languagesa plus
  • Behavior
    • UncompromisingclienUcustomer focus
    • Senseof urgency in approach to customerneeds
    • Action-oriented
    • Team player
    • Proactive
    • Attention to detail
    • High ethical standards
    • Resourceful
    • Flexible
    • Calm underpressure
    • Accountable
    • Confident
    • Considerate of others

If you are interested in this position please click here to contact us.


Incentive Solutions

2299 Perimeter Park Drive
Suite 150
Atlanta, GA 30341
Incentive Solutions

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About Nichole Gunn

Nichole Gunn is the VP of Marketing at Incentive Solutions, an Atlanta-based incentive company that delivers advanced, agile B2B customer loyalty and channel sales incentives programs.