Recruiting & Customer Care Associate (Flexible Schedule | Part-Time | MN Local-Remote)

About the position As the Recruiting & Customer Care Associate, they would act as the first point of contact for Tasteocracy Respondents. They will assist customers and their needs by working to resolve and questions or issues that may arise when calling into our Customer Care Line. They will call out on lists to assist in filling our taste tests and ensure that all requirements needed, are met prior to contact.

Responsibilities

• Be knowledgeable about the active research projects - the screening requirements, the applicable quotas, the logistical information - know where to find the information and pro-actively ask for information that is not available.

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• Field inbound respondent communication to the main Eurofins phone line and online chat, with an eye to the studies that need to be filled. Steer respondents towards the highest priority tests.

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• Create a welcoming and courteous atmosphere for respondents by maintaining a professional demeanor while determining respondents' needs.

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• Strive for first-call resolution by clarifying respondent complaint or questions, determining cause of problem, finding and explaining the best solution, expediting correction or adjustments, following up to ensure resolution.

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• Answer incoming queries and resolve incoming issues from respondents within the parameters set by the recruiting management team.

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• Ensure that respondents meet all qualification requirements for the specific tests before scheduling.

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• Ability to read respondents behavior over the phone to determine good fit for different panels.

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• Cold call pre-existing contacts, internal respondents and external potential respondents.

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• Assist with host contact when a lead might not be available.

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• Strive for resolutions upon first interaction on digital channels.

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• Meet daily goals for assigned recurring database cleaning projects.

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• Proactively update respondent information using departmental database cleaning processes when providing customer service.

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• Responsible for hard-copy communications to and from respondents in support of database cleaning processes and project related communications.

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• Complete special administrative projects as needed for the recruiting department.

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• Meet monthly phone metrics (Average Handle Time, Average Talk Time, Utilization) when applicable.

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• Meet monthly digital channel metrics (average wait time, average handle time, utilization).

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• Meet Monthly billability.

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• Attend quarterly training and pass any quizzes given within a certain timeframe.

Requirements

• High School diploma or GED equivalent certificate required.

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• Comfortability with all digital channels (Live Chat, SMS, Emailing, Social Media Messenger).

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• Some exposure to SalesForce or other CRM Systems not required, nice to have.

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• Confident with phone handling; phone software experience not required but nice to have.

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• Proactive, knowledgeable, reliable, sustainable, collaborative.

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• Problem Solving skills.

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• Communication Skills.

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• Interpersonal Skills.

Nice-to-haves

• Some exposure to SalesForce or other CRM Systems.

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• Phone software experience.

Benefits

• 401 (k) Savings Incentive Plans.

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• Accruing prorated PTO.

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• Holiday paid time off.

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• Medical Insurance for employees scheduled to work 30-34 hours a week.

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