Call Centre Executive
In-Bound calls
Kantar Media
Coral Way Miami USA
Our Service and Installation Execs no selling are the key relationship holders between Kantar and our US panel members; walking panellists through the install process, delivering an excellent level of service and supplying important support to the panel. The Service and Installation Execs will work closely with Operations colleagues and those from other functions to ensure a seamless client-centric service for our Panel.
Tasks & 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 from 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.
- Working some evenings and weekends as part of the standard working week required.
The skills & experience needed
- Communication - Excellent relationship building and communication skills with internal stakeholders and panel members.
- Innovative with a continuous improvement mindset
- Customer service and problem solving – must have a polite and professional manner with a positive attitude towards problem solving.
- Collaboration - 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
- Some weekend working required – one weekend shift in four – and flexibility around shift timings is essential.
- Problem solving - ability to work in a fast-paced environment with demonstratable 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
What's in it for you
We provide a highly competitive benefits package!
- 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