We Are Currently Accepting Applications for A Participant Services Coordinator!!!

by | Jun 17, 2016 | Workplace Culture

Position: Participant Services Coordinator

Division/Department: Loyaltyworks/Account Management
Reports to: Participant Services Supervisor
Contact Person: Ryan Horton

Overall Responsibilities

  • Participant Satisfaction: As the first point of contact for incentive program participants, the Participant Services Coordinator must provide excellent customer service to ensure the participant values the program to drive loyalty for our clients; estimated at 70% of a Participant Services Coordinator’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 Services Coordinator’s daily responsibilities
  • Internal Support: Work on or assist in other activities to support team/company objectives; estimated at 5-10% of a Participant Services Coordinator’s daily responsibilities

Participant Services Coordinator Individual Objectives

  • Customer Service:
    • Ticketing System
      • Average First Response Time: within 8 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
  • Process participant source documents 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, deleting, or reentering data
  • Test program and system changes/upgrades by inputting new data; reviewing output
  • Communication Campaign Support
  • Execute program communications plan as assigned (such activities include calling program participants to encourage account activation and point redemptions and sending email communications)
  • Document all call information according to standard operating procedures
  • Internal Support
  • Share best practices and improvement ideas within team and direct supervisor
  • Work on or assist in any other activities as needed to support the team and company




  • College-level degree required
  • 1-2 years of related work experience preferred
  • Experience in any of following areas a plus: account management/account service, customer service
  • Experience with incentive or loyalty relationship marketing programs a plus


  • Organized and detail-oriented
  • Able to multi-task, managing multiple projects/priorities
  • Strong skills in: Listening, Written/verbal communications, Problem solving
  • Able to anticipate and take initiative
  • Able to learn quickly in general (new product info, software, different industries, etc.)
  • Able to adapt quickly in a rapidly changing environment
  • Able to communicate effectively with technology, creative and sales/marketing professionals
  • Proficiency in Microsoft Office a must
  • Fluency in other languages a plus



  • Uncompromising client/customer focus
  • Sense of urgency in approach to customer needs
  • Action-oriented
  • Team player
  • Proactive
  • Attention to detail
  • High ethical standards
  • Resourceful
  • Flexible
  • Calm under pressure
  • Accountable
  • Confident
  • Considerate of others





<strong>About </strong>Luke Kreitner

About Luke Kreitner

Luke Kreitner is the VP of Sales at Incentive Solutions, an Atlanta-based incentive company that specializes in helping B2B businesses accelerate growth, increase sales, motivate channel partners and retain B2B customers.

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