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Job Purpose:
The Nielsen Contact Center Agent Level 1 role is a full time, flex position. In this role, you will conduct various basic call types (some using a dialer)to panelists, respondents and other customers across the US. This may include calls to support scheduling, data collection, basic troubleshooting, action reminders, and inbound services. Your goal is to grab the attention of homes and motivate them to respond to the call purpose. This position has strict guidelines with high productivity, performance, and quality requirements.
This is a remote position, where you are required to attend New Hire Orientation in Person at our Santa Fe, CDMX location.
- 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
- New Hires are expected to attend a multi week paid training class. 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
- 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.
- 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
- Preferred: prior experience in call center, sales, education, customer service, collections, or similar fast paced, performance based environment
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