Detalle de la Oferta

Descripción de la Oferta

AMAZING BENEFITS WE'VE GOT FOR YOU:

Life and Medical Insurance
Office Schedules (weekends off)
Benefits by law
Hiring Bonus

GENERAL DESCRIPTION OF POSITION

OSI aims to help our TVision company find a panelist support who can provide a successful service to our customers.
Our “panel” is the set of people who have our attention-monitoring equipment installed in their home, and the Panelist Success Specialist will ensure all panelists are provided with a friendly, consistent, and best-in-class experience as participants in the TVision Viewership Study. Working in conjunction with the rest of the Panel Ops team you will manage compliance, conduct troubleshooting, and effectively resolve support tickets and inquiries through multiple channels, including email, incoming and outgoing telephone calls, and ticket platforms.

This role will effectively communicate escalations, feedback, and document results in our CRM (Customer Relationship Management software) system and to relevant internal stakeholders to enhance overall Panel Operations success.



ESSENTIAL DUTIES AND RESPONSIBILITIES

Work directly with TVision Panelists on a variety of support needs including ensuring facilitating onboarding, compliance, troubleshooting, and resolving support tickets.

Complete outbound communication with panelists focusing on compliance and troubleshooting tied directly to Panel Ops success metrics

Document all correspondence, results, escalations and panelist feedback in CRM

Manage a high daily completion rate of calls and ticket correspondence

Ensure all support tickets are resolved in a timely fashion and track progress and provide updates on escalations back to panelists

Complete setup configuration on deployed devices including verification and household follow-ups as necessary

Complete general admin tasks related to the onboarding and decommission of panelists

Compile learnings, insights, and trends based on communication to help establish more efficient processes


REQUIREMENTS AND QUALIFICATIONS

1 -2 years’ experience of proven track record of high-level customer service and basic technical troubleshooting capabilities on inbound/outbound calls

Excellent telephone presence

Effective teamwork skills and inclination towards working as part of a team

Experience with call tracking or customer support platforms

Strong communication skills, both written and verbal

Adaptability and comfort with changing requirements and a fast-paced startup environment

QUALIFICATIONS

Critical Thinker

Organized and Detailed- Oriented

Reliable and proactive

Excellent interpersonal relationships