Experienced Recruiting & Customer Care Associate – Flexible Schedule | Part-Time | MN Local-Remote

About arenaflex

arenaflex is a fast-growing and global sensory and consumer research consultancy that empowers consumers to have a voice in the development of outstanding food, beverage, pet, and health & beauty products. Our mission is to create high-quality and memorable experiences by helping our clients develop new product ideas, re-energize well-established products, assess product-concept fit or packaging effectiveness, understand the product, brand, and category competitive landscapes, and protect product quality from inception to the end of shelf life.

Job Summary

We are seeking an experienced Recruiting & Customer Care Associate to join our team at arenaflex. As the first point of contact for Tasteocracy Respondents, you will be responsible for assisting customers and their needs by resolving questions or issues that may arise when calling into our Customer Care Line. You will also call out on lists to assist in filling our taste tests and ensure that all requirements needed are met prior to contact. If you are a proactive, knowledgeable, reliable, and collaborative individual with excellent problem-solving, communication, and interpersonal skills, we encourage you to apply for this exciting opportunity.

Responsibilities

As a Recruiting & Customer Care Associate, you will be responsible for the following: ### Customer Care Phone Handling

• Be knowledgeable about the active research projects, including screening requirements, applicable quotas, logistical information, and know where to find the information and proactively ask for information that is not available.
• Field inbound respondent communication to the main arenaflex phone line and online chat, with an eye to the studies that need to be filled. Steer respondents towards the highest priority tests.
• Create a welcoming and courteous atmosphere for respondents by maintaining a professional demeanor while determining respondents' needs.
• Strive for first-call resolution by clarifying respondent complaints or questions, determining the cause of the problem, finding and explaining the best solution, expediting correction or adjustments, and following up to ensure resolution.
• Answer incoming queries and resolve incoming issues from respondents within the parameters set by the recruiting management team.
• Ensure that respondents meet all qualification requirements for the specific tests before scheduling.
• Ability to read respondents' behavior over the phone to determine a good fit for different panels.
• By reading respondents' behavior over the phone, this will allow us to score respondents based on key factors that are needed to be included in certain panels or tests.
• Cold call pre-existing contacts, internal respondents, and external potential respondents.
• Assist with host contact when a lead might not be available.

### Customer Care Digital Channel & Database Handling

• Strive for resolutions upon first interaction. If needs exceed what you can do on digital channels, ensure comfortability in calling the respondent to ensure their needs are met.
• Answer incoming questions within a proper amount of time when notified.
• Meet daily goals for assigned recurring database cleaning projects.
• Proactively update respondent information using departmental database cleaning processes when providing customer service.
• Responsible for hard-copy communications to and from respondents in support of database cleaning processes and project-related communications.
• Complete special administrative projects as needed for the recruiting department.

### Training and Metrics

• Meet monthly phone metrics (Average Handle Time, Average Talk Time, Utilization) when applicable.
• Meet monthly digital channel metrics (average wait time, average handle time, utilization).
• Meet Monthly billability.
• Attend quarterly training and pass any quizzes given within a certain timeframe.

Qualifications

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, or ability required:

• High School diploma or GED equivalent certificate required.
• Comfortability with all digital channels (Live Chat, SMS, Emailing, Social Media Messenger).
• Some exposure to SalesForce or other CRM Systems (not required, nice to have).
• Confident with phone handling (phone software experience not required but nice to have).
• Proactive, knowledgeable, reliable, sustainable, collaborative.
• Problem-solving skills.
• Communication skills.
• Interpersonal skills.

Additional Information

The hourly compensation for this position is $16.00 an hour. Part-Time Employees are eligible for our 401(k) Savings Incentive Plans, accruing prorated PTO, Holiday, paid time off. Employees scheduled to work 30-34 hours a week are eligible for Medical Insurance.

Schedule

This is a Part-Time position with hours up to 25 hours a week. We are looking for availability for 3-4 days a week, Monday-Sunday, within the hours of 9:00 am-9:00 pm; flexibility includes setting preferred shift schedule (Mon.- Fri., Thurs.- Sun., Weds.-Sat., etc.). This could include morning shifts, mid-day/daytime shifts, or evening shifts. We are willing to accommodate what would work best for the right individual to grow this already fantastic team!

• If scheduled a Saturday outside of normal schedule, you will take a day off during the week (Tuesday - Friday).
• There will be a set Saturday rotation where you will work every 3 weeks.
• If there is no test, but associates are working, no lead needs to be on for the full shift, just start the day to ensure assignments are up to date and ready to go.

Work Environment & Physical Demands

The work environment characteristics and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand; walk; sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 35 pounds (50 lbs. with assistance).
• The employee must have the ability to stand for long periods of time.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Lab regularly processes known food allergens including egg, soy, wheat, milk, fish, and shellfish, treenuts, peanuts, sulfites, gluten, chocolate, fruit, natural or artificial sweeteners (like aspartame or Phenylalanine), natural or artificial colors.
• The noise level in the work environment is usually moderate.

Candidates currently living in a commutable distance to Plymouth, MN are encouraged to apply.

arenaflex is an Equal Employment Opportunity and Affirmative Action employer.

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Apply for this job