Remote Special Operations Customer Support Representative
The Nielsen Company
Remote
remote
special operations
operations
customer support
representative
nielsen
operations
data
streaming
remote
meter
maintenance
field operations
February 2, 2023
The Nielsen Company
Oldsmar, Florida
Remote Special Operations Customer Support Representative
Oldsmar, FL /
Field Operations & Call Center - Field Operations & Call Center /
Full Time
/ Remote
Apply for this job
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.
The ROC Special Operations Panel Relations Specialist identifies ways to maintain and improve panelist cooperation and quality of streaming and viewing data gathered from Nielsen homes. The position involves outbound and inbound calls to panelists and Nielsen representatives for the purpose of troubleshooting streaming meter issues, collecting device information, reviewing performance data, fostering positive relations and coaching panelists on proper usage of proprietary equipment, generating and maintaining simple reports, and performing remote streaming meter maintenance.
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
Nielsen: Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans for full-time employees, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.
A reasonable estimate of salary for a new employee to be offered this role would be $16.34 , which would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.
Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.
Oldsmar, FL /
Field Operations & Call Center - Field Operations & Call Center /
Full Time
/ Remote
Apply for this job
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.
The ROC Special Operations Panel Relations Specialist identifies ways to maintain and improve panelist cooperation and quality of streaming and viewing data gathered from Nielsen homes. The position involves outbound and inbound calls to panelists and Nielsen representatives for the purpose of troubleshooting streaming meter issues, collecting device information, reviewing performance data, fostering positive relations and coaching panelists on proper usage of proprietary equipment, generating and maintaining simple reports, and performing remote streaming meter maintenance.
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
Nielsen: Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans for full-time employees, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.
A reasonable estimate of salary for a new employee to be offered this role would be $16.34 , which would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.
Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.
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