Customer Service Representative - Day Shift

National Opinion Research Center - NORC; Albuquerque (NM); On-site; USD 25,000 - 34,000; Part time

Benefits offered by this job

403(b) Retirement Plan

Paid sick leave

Paid holidays

Paid orientation and training

EAP counseling and referrals

Discount programs

Job summary

NORC at the University of Chicago is seeking a Bilingual Customer Service Representative (Spanish/English) to conduct telephone interviews on-site at the NORC call center in Albuquerque. No sales quotas; interviews support social policy research on healthcare, education, and related topics.

The ideal candidate has strong communication, basic computer skills, and a willingness to work a flexible, daytime schedule including weekends. Evening and weekend availability is beneficial for coverage.

Qualifications

• Must be 18 years or older and legally authorized to work in the United States.
• Good communication skills with moderate computer knowledge.
• Bilingual in Spanish and English is encouraged for this on-site role.
• Flexibility for a part-time daytime schedule, including weekends.

Responsibilities

• Gain the cooperation of respondents over the phone to complete a survey.
• Administer surveys using a pre-written script.
• Record survey answers verbatim.
• Maintain neutral and objective communication with respondents.
• Assist respondents with customer service issues and account questions.

Skills

Bilingual Spanish/English

Phone interviewing

Windows knowledge

Multitask across apps/browsers

Customer service focus

Job description

JOB DESCRIPTION

*Individuals who are Spanish-language proficient at a conversational level, are encouraged to apply for our Bilingual Customer Service Representative (Spanish/English) position.**

NORC is seeking individuals to work as Customer Service Representatives, internally known as Telephone Interviewers. In this role, you will conduct interviews over the phone with no sales pressure or quotas. Your work will directly contribute to understanding pressing issues such as:

• the cost and access to healthcare,
• the impact of higher education on the labor force,
• and many other topics that inform social policy.

This position is strictly on-site at the NORC call center. Employees are required to report to the office daily.

IDEAL CANDIDATE

The ideal candidate for this role:

• has good communication skills and moderate computer knowledge,
• enjoys speaking with people from diverse backgrounds and professions,
• is looking for a flexible part-time working schedule, and
• is available to work daytime hours, weekdays and weekends.

RESPONSIBILITIES

• Gain the cooperation of respondents over the phone in order to complete a survey by being persuasive and appropriately assertive.
• Administer survey using a pre-written script.
• Record survey answers verbatim.
• Maintain neutral and objective communication with respondents.
• Assist respondents and survey panelists with customer service issues and account questions.

REQUIRED SKILLS

• Ability to talk on the phone within close proximity of others in a large and potentially loud call center.
• Knowledge of Windows, such as sending email or opening and using a web browser to search for information.
• Ability to navigate and work smoothly between multiple computer applications and/or web browsers.
• Ability to sit and use a telephone headset, dial phone numbers, use a computer keyboard, and read a script off a standard-size computer monitor for up to four hours continuously.
• At least 18 years of age.
• Legally authorized to work in the United States.

SALARY AND BENEFITS

The pay for this position will be $21.68 per hour, which is based on geographic location.

This position is classified as intermittent. Intermittent staff are eligible for the following benefits:

• 403(b) Retirement Plan
• Paid sick leave
• Paid holidays
• Paid orientation and training
• Free counseling and referrals through NORC's Employee Assistance Program (EAP)
• Discount programs - like travel and electronics

NORC's Approach to Equity and Transparency

Pay and benefits transparency helps to reduce wage gaps. As part of our commitment to pay equity and salary transparency, NORC includes a salary range for each job opening along with information about eligible benefit offerings. At NORC, we take a comprehensive approach to setting salary ranges and reviewing raises and promotions, which is overseen by a formal Salary Review Committee (SRC).

WHO WE ARE

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, NORC has conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration.

EEO STATEMENT

NORC is an equal opportunity employer. NORC evaluates qualified applicants without regard to race, color, religion, sex, gender, national origin, disability, status as a protected veteran, sexual orientation, and other legally protected characteristics.