Remote Special Operations Customer Support Representative

At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future. 
The ROC Special Operations Panel Relations Specialist identifies ways to maintain and improve panelist cooperation and the quality of streaming and viewing data gathered from Nielsen homes.  The position involves outbound and inbound calls to panelists and Nielsen representatives for the purpose of troubleshooting streaming meter issues, collecting device information, reviewing performance data, fostering positive relations and coaching panelists on proper usage of proprietary equipment, generating and maintaining simple reports, and performing remote streaming meter maintenance.  
For this remote position: You must be within one of the following locations:AL, CO, FL, IL, MD, MS, NC, NV, TN, TX, VA, and WI
Shift scheduleTuesday-Saturday 11:00 AM-7:30 PM

Job Duties

• Primary customer service contact, addressing household concerns, answering questions and assuring long-term and accurate usage of all Nielsen equipment.
• Builds solid, effective panelist and Nielsen representative relationships through positive communication.
• Collects and analyzes data, providing feedback to panelists, the field, other panel relation specialist teams, and engineering/back office support
• Collects and maintains demographic and device information via outbound and inbound calls to ensure quality of the data.
• Investigates and resolves proprietary system-generated panelist performance issues.
• Guide and coach Nielsen representatives on proper maintenance of streaming meters in panelist homes across all markets
• Complete remote streaming meter maintenance by demonstrating to the panelist over the phone how to resolve meter errors.
• Schedules return calls and field maintenance appointments as needed with panelists.
• Generate and maintain simple reports using Google suite
• Must be able to utilize multiple programs, resources, and reports in everyday work 
• Assist other departments with backend processing, panelist household updates, and coaching using proprietary software and applications.

Qualifications

• In addition to a professional attitude, the successful candidate should also possess the following:
• Strong customer service and human relations skills
• Outbound and inbound call experience
• Problem-solving and performance analysis abilities
• Available to work 11:00 AM-7:30 PM Tue through Sat
• Spanish bilingual preferred
• Excellent organizational skills and ability to meet deadlines
• Google Suite experience (Docs, Sheets, etc) 
• High School Diploma required College degree or equivalent experience preferred

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.
As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth. 
Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action. Our team is made strong by a diversity of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, curious colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!