Remote Special Operations Customer Support Representative

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

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.

Shift schedule

Tuesday-Saturday 11:00 AM-7:30 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