North America / United States / FL / Tampa – Oldsmar

Field Operations & Panel Recruitment

#: 106103-en_US / 106103

Regular

Part-Time

Help Desk Agent Bilingual – Part time – 106103

Field Operations and Panel Recruitment – USA Oldsmar, Florida 

 

Description 

The Inbound Helpdesk Agent answers inbound calls from a variety of Nielsen customers, primarily Nielsen respondents, panelists and general public.

 

Responsibilities include:

  • Present Nielsen in a positive manner to callers; demonstrating professionalism, empathy and subject matter expertise.

  • Manage multiple email inboxes for web-site support, respondent questions and general correspondence. 

  • Manage all back-office administrative support functions within 24-72 hours.

  • Present Nielsen in a positive manner to callers, demonstrating professionalism, empathy and subject matter expertise in customer service skills, inbound inquiries.

  • Document inbound calls accurately through eCATI and NCL (depending on call type).

  • Adhere to established Nielsen methodology and procedures when handling meter emails, PI Inbound calls, Training Sample calls and Customer Test surveys.

  • Demonstrate knowledge of Nielsen’s business and history.

  • Set PPM appointments in Webagent for outbound recruitment.

  • Timely distributions of 888 My-Shift for Audio & Scarborough lines of business for call centers including password management at different increments during the day.

  • Maintain certification for Diary and PPM.

  • Reply to money inquiries – promises and incentives, research in different systems if the money was sent, when and how much, provide tracking numbers.

  • Explain to participants why we called, what the survey is about, how long it takes to complete and if there is a promise involved. 

  • Able to handle large volumes of inbound calls and multitask with various screens at the same time.

  • Demonstrate proper business & customer handling etiquette. 

  • Actively participate in training sessions. Apply concepts learned. 

  • Stay informed of all policies and procedures that affect customers. 

  • Other duties as assigned

Required Qualifications

  • Bilingual (English Spanish)

  • Must live within a commutable distance to one of the office locations in Dallas or Oldsmar.

  • Requires a minimum of a high school diploma or its equivalent and 0 -2 years of experience in the field or in related areas.

  • Meetexceed quantitative and qualitative goals.

  • Proficiency in Google Suite and Microsoft Office

  • Ability to multitask with various screens at the same time.

  • Requires diplomacy and persuasiveness when interacting with the respondent – panelist.

  • Serves as a liaison between office, respondent and various Nielsen departments. 

  • Review custom survey scenarios and perform inbound support and direct inquiries to specific departments.

  • Positive, customer service attitude and communication skills 

  • Customer & Team focused

  • Maintain professionalism in a fast paced environment especially when handling irate customer inquiries.

  • Excellent oral and written communication skills 

ABOUT NIELSEN

By connecting clients to audiences, we fuel the media industry with the most accurate understanding of what people listen to and watch. To discover what audiences love, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are truly connected to their audiences, they can see the most important opportunities and accelerate growth.

 

Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action. Our team is made strong by a diversity of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, curious colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!  

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.

Job Type: Regular 

Primary Location:  Oldsmar,Florida 

Secondary Locations: , , , 

Travel:  No