Bilingual (English and Spanish) Inbound Customer Service Representative

Knowledge Networks specializes in high-quality survey research for leaders in government and academia.  Working in close partnership with our clients, we provide expertise for social and behavioral science research and public policy development. Knowledge Networks excels in study design, complex samples, analytics, and custom panel creation; we deliver affordable, statistically valid online research through KnowledgePanelSM – the only available probability-selected, nationally representative internet panel.

 

The Case Manager will be responsible for building and supporting relationships with members of our nationwide research panel. Each Case Manager will fulfill the following functions:
· Provide Web TV installation and service support to each Panel Member via phone and e-mail. Provide prompt and professional assistance.
· Troubleshoot with outside vendors and arrange in-house service calls as needed.
· Create and maintain household case files in contact database for all inbound and outbound activities.
· Place outbound calls to households to encourage continued participation in the panel using refusal conversion techniques.
· Maintain confidentiality of data.
· Provide support to Fulfillment as needed.

REQUIREMENTS
· Excellent communication, customer service, and technical skills.
· Team Player
· Proficient with Microsoft Office and Windows environment

· Accurate data entry.
· Type at least 35 WPM

· Bilingual (English and Spanish)

Knowledge Networks is an Equal Opportunity Employer.  It is our policy to ensure equal employment opportunity without discrimination on the basis of race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation or any other characteristic protected by law.