Call Center Representative

Kantar Media - Miami, FL

Full-time - Entry Level

Miami, FL

Professional, Scientific, and Technical Services

About the position

The Call Center Representative at Kantar Media is responsible for providing exceptional customer service to panel members while assisting them with the installation and maintenance of metering equipment and software. This role involves making outgoing calls, performing quality checks, and collaborating with various teams to ensure a seamless service experience. The representative will also be involved in problem-solving and continuous improvement initiatives to enhance service delivery.

Responsibilities

• Work remotely with panel members to install and maintain metering equipment and software in panel homes.
• Provide outstanding customer service and be part of a professionally minded team that delivers a standout experience for our panel members.
• Make outgoing calls to panel members to follow up on potential compliance issues or technical faults with the metering.
• Perform interactive tests and quality checks.
• Capture information about the equipment in the panel members' homes and update a central database.
• Educate and encourage panel members in the correct use and care of the metering equipment.
• Accurately log and report panel home activity as required.
• Collaborate with others to maintain accurate stock levels of metering equipment.
• Collaborate with Continuous Improvement (CI) agents to identify and address areas for improvement in the service.
• Provide support on ad hoc projects and initiatives.
• Conduct validation checks to identify any issues with data held against a home that could impact data processing.
• Work with the wider team to ensure SLA's (Service Level Agreements) and project deadlines are met.
• Work some evenings and weekends as part of the standard working week required.

Requirements

• Excellent relationship building and communication skills with internal stakeholders and panel members.
• Innovative with a continuous improvement mindset.
• Polite and professional manner with a positive attitude towards problem solving.
• Team player who is happy to lend a hand when needed.
• Proactive, self-motivator with the ability to work autonomously when needed.
• Understanding of TV and associated technology desirable but not essential.
• Ability to work in a fast-paced environment with demonstrable experience of working to deadlines.
• Ability to perform tasks efficiently with a high level of accuracy.
• Good organisational and administrative skills with a focus on work being correctly prioritised and completed in a timely manner.
• Ability to multitask with a flexible attitude to work.
• Fluent English essential; fluent Spanish desirable.

Nice-to-haves

• Understanding of TV and associated technology desirable but not essential.

Benefits

• Medical plans with comprehensive, affordable coverage for a range of health services
• Health Savings Account/FSA
• Dental, Vision and benefits to cover unique healthcare needs
• Wellness Program
• 401k with matching
• Tuition Reimbursement
• Commuter benefits
• Unlimited PTO