Call Center Specialist

Summary

Join Nielsen as a Contact Center Agent Level 1 and contribute to a better media future. This full-time, flexible position involves conducting various calls to panelists and customers across the US, supporting scheduling, data collection, and troubleshooting. You'll need strong communication skills and the ability to motivate respondents. The role demands adherence to strict guidelines and high performance standards. Successful candidates must meet specific technical requirements for working from home and complete a paid multi-week training program. This position requires a dedicated schedule including evenings and weekends.

Requirements

• 18+ years of age
• Ability to work a dedicated shift that includes non-traditional hours as well as evenings and weekends
• General computer and typing skills
• Able to navigate in multiple systems
• High School diploma/GED equivalency
• Bilingual (English and Spanish) mandatory with Professional Working Proficiency in both
• Able to connect to High Speed Internet in your primary residence with minimum speeds of 80mb (download and 10mb upload)
• Able to connect directly to a router/modem with Ethernet cable
• You must have a dedicated work space to conduct phone calls where others cannot hear/see personally identifiable information
• 100% Attendance in this class is required, and agents must pass the classroom assessments and certification in order to graduate training and continue employment
• Upon graduating training, agents are expected to meet operations performance and quality certification requirements within a number of weeks, depending on the tasks assigned
• All full time employees need to work the schedule below
• Tuesday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
• Wednesday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
• Thursday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
• Friday: 12:00 pm to 4:00 pm CST- 1 hour break- 5:00pm to 9pm CST
• Saturday: 11:00 am to 2:00 pm CST- 1 hour break- 3:00 pm to 8:00 pm CST
• Note that times are US Central time, not Mexico Central Standard Time
• Must observe Daylight savings time in the US
• Employees may need to work on certain holidays dependent on business needs

Responsibilities

• Practice exceptional customer service and telephone techniques, such as strong voice skills, caller engagement, and general phone etiquette
• Follow strict guidelines for obtaining consistent unbiased data
• Deliver verbatim scripts where necessary
• Conduct various phone surveys of a short or medium length a with low to medium complexity
• Ability to listen to and accurately capture respondent answers over the phone
• Motivate reluctant respondents to participate in various call types
• Maintain confidentiality of procedures, scripts, and respondent information
• Meet Weekly, Monthly, Quarterly, and Annual performance expectations
• Responsible for maintaining work assignments to meet various Nielsen objectives and performance goals including team commitments, contractual requirements, quality standards, policy and procedural requirements, and customer satisfaction

Preferred Qualifications

Prior experience in call center, sales, education, customer service, collections, or similar fast paced, performance based environment

Benefits

New Hires are expected to attend a multi week paid training class