North America / United States / FL / Tampa – Oldsmar

Call Center

#: 88761-en_US / 88761

Regular

Full-Time

Inbound Scarborough Help Desk Agent – Bilingual – Full Time – 88761

USA Oldsmar, Florida 

 

Description 

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

This is a Full-Time Position.

Must live within a commutable distance to our Dallas, San Antonio, Sarasota or Oldsmar Locations.

 

Responsibilities include:

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

  • Demonstrate knowledge of Nielsen’s business and history.

  • Document inbound calls in 800 Linelog system with all pertinent information relating to the call.

  • Identity the study participant was selected for.

  • Accurately locate respondent record through different systems (800 line look up, Horizon, STAR, Linelog)

  • Respond to people wanting to volunteer or potential Clients and answer questions about employment informationopportunities and redirect them to the correct web page.

  • Verify if the surveys are still available or actual end date (RSPN backup look up).

  • 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. 

  • Explain the random selection process to the participants.

  • Remove respondents from our databasen (Horizon, Line Lookup, STAR and DNC System).

  • Transfer respondent phone number with market live or via different chat room bridges..

  • Update respondent’s information in STAR; such as Name, address, email and phone number.

  • Set call backs and appointments to conduct the telephone survey.

  • Manage email boxes for support. 

  • 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, Oldsmar, San Antonio or Sarasota

  • 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

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. 

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.

 

Primary Location:  Oldsmar,Florida 

Secondary Locations: [[custAdditionalLocation1]], [[custAdditionalLocation2]], [[custAdditionalLocation3]],