Remote Special Operations Customer Support Representative

We provide our clients with the deepest understanding of audiences—and we can’t do that without our Panel Recruitment and Field Operations teams. They work in-person to build important connections with current panelists, who provide the vital data that powers businesses, and recruit new panelists.

Shift Schedule: Tuesdays – Fridays: 11:00 am – 7:30 pm and Sundays: 9:00 am – 5:30 pm (CST or EST)

Job Duties

• Primary customer service contact, addressing household concerns, answering questions and assuring long-term and accurate usage of all Nielsen equipment.
• Builds solid, effective panelist and Nielsen representative relationships through positive communication.
• Collects and analyzes data, providing feedback to panelists, the field, other panel relation specialist teams, and engineering/back office support
• Collects and maintains demographic and device information via outbound and inbound calls to ensure quality of the data.
• Investigates and resolves proprietary system-generated panelist performance issues.
• Guide and coach Nielsen representatives on proper maintenance of streaming meters in panelist homes across all markets
• Complete remote streaming meter maintenance by demonstrating to the panelist over the phone how to resolve meter errors.
• Schedules return calls and field maintenance appointments as needed with panelists.
• Generate and maintain simple reports using Google suite
• Must be able to utilize multiple programs, resources, and reports in everyday work 
• Assist other departments with backend processing, panelist household updates, and coaching using proprietary software and applications.

Qualifications

• In addition to a professional attitude, the successful candidate should also possess the following:
• Strong customer service and human relations skills
• Outbound and inbound call experience
• Problem solving and performance analysis abilities
• Available to work 11:00AM-7:30PM Tue through Fri and 9:00AM-5:30PM Sunday (CST or EST)
• Spanish bilingual preferred
• Excellent organizational skills and ability to meet deadlines
• Google Suite experience (Docs, Sheets, etc) 
• High School Diploma required, College degree or equivalent experience preferred