Bilingual Outbound Call Center Rep - P/T

Bilingual Outbound Call Center Rep - P/T - 35401

Call Center - USA Tampa, Florida 

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Research Interviewer

Position Overview

This position is responsible for placing outbound telephone calls to households across the United States to enlist the household’s cooperation to participate in a survey or to recruit them to participate in a Diary, Panel, or to pace additional calls to client-specific studies. This position could also be responsible for placing reminder calls to respondents.

Job Responsibilities

• Practice exceptional customer service and telephone techniques

• Follow strict guidelines for obtaining consistent unbiased data

• Utilizing a keypad while following specific dialing guidelines

• Deliver complex verbatim scripts for 90% of survey

• Ability to maintain participant’s engagement throughout a lengthy survey with a high level of complexity

• Ability to maintain a high level of patience and professionalism throughout lengthy surveys

• Ability to listen and accurately capture respondent answers over the phone

• Persuade reluctant respondents to participate in surveys and diaries

• Maintain confidentiality of procedures, scripts and respondent information

• Demonstrate the ability to move around within a survey to add, delete or change information when appropriate

• Ability to meet stringent quality assessments standards and call monitoring requirement

• Cooperate with co-workers and management while working toward department goals

• Maintain center standards for performance and productivity

• Follow all center policies and procedures as outline in the call center policy addendum

• Participate in other studies as assigned

Position Expectations

• Ability to arrive at work on time, and as scheduled, in order to adhere to assigned work schedule and meet team goals

• Ability to speak clearly, with enthusiasm, while using tone variation and voice inflection

• Personable and willing to quickly build professional relationships over the phone

• Able to explain difficult concepts in simple terms

• Willing and able to persuade respondents to participate in surveys

• Consent to be monitored and recorded while conducting surveys

• Goal focused with willingness to accept coaching and development

Position Requirements

• High School diploma or GED equivalency

• 18+ years of age

• 6 months of prior call center experience (Preferred)

• Computer and typing skills (Data entry)

• Reading ability

• Fluent in the English Language (Bilingual positions require fluency in English and Spanish)

• Prior experience in sales, education, customer service, collections, or similar (Preferred)

Physical Requirements

• Ability to stand, bend, stoop, sit, walk, twist, and turn

• Ability to use a phone or wear a headset for extended periods of time

• Ability to use a computer keyboard and mouse

• Ability to use a 10-key pad to manually dial households

• Work environment is indoors, majority of time is spent sitting at a desk

Schedule Requirements

• One weekend shift required each week (Saturday or Sunday)

• 3-5 shifts per week

• 20 hours per week (PT), (Extra hours based on business needs)

• Type of shift: Multiple shifts (Primarily PM)

• Flexible schedules: 4-6 Hours/Day (PT)

About Nielsen:

Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content — video, audio, and text — is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement.

By integrating information from its Watch and Buy segments and other data sources, Nielsen provides its clients with both world-class measurement as well as analytics that help improve performance. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world’s population. For more information, visit www.nielsen.com

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:  Tampa,Florida 

Seconday Locations: , , , 

Travel:  No