Special Operations Customer Support Representative

Remote from: USA
Job function: Customer Success
Job type: Full Time,
Job posted: 5 May 2023
Apply before: 5 Jul 2023
Industry: Information Technology & Services

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Powering a better media future for all people.

Actively Hiring

At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

The ROC Special Operations Panel Relations Specialist identifies ways to maintain and improve panelist cooperation and the 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.

For this remote position: You must be within one of the following locations:

AL, CO, FL, IL, MD, MS, NC, NV, TN, TX, VA, and WI

Shift schedule

Tuesday-Friday 11:00 AM-7:30 PM and Sunday 9:00 AM-5:30 PM

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 11:00 AM-7:30 PM Tue through Sat
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

$16.34 – $16.34 an hour

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.

As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth.

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