Respondent Support Representative Full Time

A        Job Description

A Respondent Support Representative is responsible for providing quality and timely support to members of our online survey panels. This is done by collaborating with several operational teams, to ensure panelist concerns and negative experiences are addressed and receive an appropriate solution. Respondent Support Representatives are not only responsible for answering incoming calls, voicemails, emails, and social media posts, comments, and messages from our online panel members, but are also expected to track and report on panel member satisfaction and attrition trends. They are accountable for responding to panelist questions and complaints, troubleshooting errors, providing correct information and appropriate solutions to problems while upholding the company’s standard of quality assurance. Furthermore, Respondent Support Representatives will need to understand how to correctly utilize multiple helpdesk platforms and applications in order to not only respond to panelist questions and complaints, but also manage projects successfully.

B        Main Job Tasks and Responsibilities

■    Answer e-mails and phone calls professionally

■    Investigate issues and find solutions for our online survey panel members.

■    identify and escalate priority issues

■    Route e-mails and phone calls to appropriate resource

■    Process panel member requests accordingly

■    Respond to panel member inquiries promptly and accurately

■    Provide panel members with product and service information

■    Track projects and follow up on issues relating to phone calls and e-mails received

■    Follow up on e-mails and phone calls where necessary

■    Handle support and resolve panelist complaints on our Social Media pages (e.g. Facebook, Twitter, LinkedIn, and others)

C        Education and Experience

■    Excellent proficiency in written and spoken English

■    Excellent customer service skills

■    At least 6 months or 1 year phone center experience

■    Proficient in relevant computer applications (e.g. Microsoft Word, Microsoft Excel, PowerPoint, OneNote, and others)

■    Knowledge of proper internet usage

■    Average typing speed

■    Knowledge of using Facebook, Twitter, and other social networking sites (up-to-date on current events, news, and other interesting items)