Call Center Specialist - Bilingual Spanish/English en remoto

Descripción del puesto de trabajo

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Purpose:

The Nielsen Contact Center Agent Level 1 role is a full time, flex position. In this role, you will conduct various basic call types (some using a dialer)to panelists, respondents and other customers across the US. This may include calls to support scheduling, data collection, basic troubleshooting, action reminders, and inbound services. Your goal is to grab the attention of homes and motivate them to respond to the call purpose. This position has strict guidelines with high productivity, performance, and quality requirements.

This is a full time flex position. In order to work from home you must meet these requirements:

Able to connect to High Speed Internet in your primary residence with minimum speeds of 80mb (download and 10mb upload)
Able to connect directly to a router/modem with Ethernet cable
You must have a dedicated work space to conduct phone calls where others cannot hear/see personally identifiable information

Training Requirements:

New Hires are expected to attend a multi week paid training class. 100% Attendance in this class is required, and agents must pass the classroom assessments and certification in order to graduate training and continue employment.

Operations/Quality Requirements:

Upon graduating training, agents are expected to meet operations performance and quality certification requirements within a number of weeks, depending on the tasks assigned.

Full Time Schedule Requirements:

All full time employees need to work the schedule below
Tuesday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
Wednesday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
Thursday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
Friday: 12:00 pm to 4:00 pm CST- 1 hour break- 5:00pm to 9pm CST
Saturday: 11:00 am to 2:00 pm CST- 1 hour break- 3:00 pm to 8:00 pm CST
Note that times are US Central time, not Mexico Central Standard Time
Must observe Daylight savings time in the US
Employees may need to work on certain holidays dependent on business needs

Job Responsibilities:

Practice exceptional customer service and telephone techniques, such as strong voice skills, caller engagement, and general phone etiquette
Follow strict guidelines for obtaining consistent unbiased data
Deliver verbatim scripts where necessary
Conduct various phone surveys of a short or medium length a with low to medium complexity
Ability to listen to and accurately capture respondent answers over the phone
Motivate reluctant respondents to participate in various call types
Maintain confidentiality of procedures, scripts, and respondent information
Meet Weekly, Monthly, Quarterly, and Annual performance expectations.
Responsible for maintaining work assignments to meet various Nielsen objectives and performance goals including team commitments, contractual requirements, quality standards, policy and procedural requirements, and customer satisfaction.

Job Requirements:

18+ years of age
Ability to work a dedicated shift that includes non-traditional hours as well as evenings and weekends
General computer and typing skills
Able to navigate in multiple systems
High School diploma/GED equivalency
Bilingual (English and Spanish) mandatory with Professional Working Proficiency in both
Preferred: prior experience in call center, sales, education, customer service, collections, or similar fast paced, performance based environment

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

Remotive