Recruiting And Customer Care Associate

Summary

Join SAM, a global sensory and consumer research consultancy, as a Recruiting & Customer Care Associate! In this part-time, mostly remote role based in the Twin Cities, Minnesota area, you will be the first point of contact for Tasteocracy Respondents. You will handle customer inquiries via phone and digital channels, ensuring respondent needs are met and qualification requirements are fulfilled for taste tests. Responsibilities include scheduling respondents, database management, and meeting monthly metrics. The position requires a high school diploma or GED, strong communication skills, and comfort with various digital channels. Benefits include a competitive hourly rate, 401(k) plan, PTO, and medical insurance (for those working 30-34 hours/week).

Requirements

• High School diploma or GED equivalent certificate required
• Comfortability with all digital channels (Live Chat, SMS, Emailing, Social Media Messenger)
• Proactive, knowledgeable, reliable, sustainable, collaborative
• Problem Solving skills
• Communication Skills
• Interpersonal Skills
• Valid Driver’s License and Proof of Insurance

Responsibilities

• Be knowledgeable about the active research projects – the screening requirements, the applicable quotas, the logistical information – know where to find the information and pro-actively as for information that is not available
• Field inbound respondent communication to the main Eurofins phone line and online chat, with an eye to the studies that need to be filled. Steer respondents towards the highest priority tests
• Create a welcoming and courteous atmosphere for respondents by maintaining a professional demeanor while determining respondents’ needs
• Strive for first-call resolution by clarifying respondent complaint or questions, determining cause of problem, finding an explaining the best solution, expediting correction or adjustments, following up to ensure resolution
• Answer incoming queries and resolve incoming issues from respondents within the parameters set by the recruiting management team
• Ensure that respondents meet all qualification requirements for the specific tests before scheduling
• Ability to read respondents behavior over the phone to determine good fit for different panels
• By reading respondents behavior over the phone, this will allow us to score respondents based on key factors that are needed to be included in certain panels or tests
• Cold call pre-existing contacts, internal respondents and external potential respondents
• Assist with host contact when a lead might not be available
• Strive for resolutions upon first interaction. If needs exceed what you can do on digital channels, ensure comfortability in calling the respondent to ensure their needs are met
• Answer incoming questions within a proper amount of time when notified
• Meet daily goals for assigned recurring database cleaning projects
• Proactively update respondent information using departmental database cleaning processes when providing customer service
• Responsible for hard-copy communications to and from respondents in support of database cleaning processes and project related communications
• Complete special administrative projects as needed for the recruiting department
• Meet monthly phone metrics (Average Handle Time, Average Talk Time, Utilization) when applicable
• Meet monthly digital channel metrics (average wait time, average handle time, utilization)
• Meet Monthly billability
• Attend quarterly training and pass any quizzes given within a certain timeframe

Preferred Qualifications

• Some exposure to SalesForce or other CRM Systems
• Confident with phone handling; phone software experience

Benefits

• 401 (k) Savings Incentive Plans
• Prorated PTO
• Holiday, paid time off
• Medical Insurance (for those working 30-34 hours/week)
• Hourly compensation for this position is $16.00 an hour
• Mostly fully remote