Description
About the Job
Nexant is currently seeking a Outbound Customer Survey Specialist in our Salt Lake City, UT office to support our survey team, reporting to the customer service manager. The Outbound Customer Survey Specialist is responsible for providing administrative support, evaluate reports, monitor survey process, prepare materials, mailings, manage data collection, quality assurance, analyze data, prepare final reports and conduct telephone survey interviews with residential and business customers.
Successful candidates must be reliable and punctual, have excellent oral and written skills, demonstrate initiative and follow through, and ability to work with multiple staff on numerous tasks.
Duties and Responsibilities
- Collect customer responses, enter data accurately, code calls appropriately and correctly
- Manage inbound and outbound calls in a timely manner
- Educates customers who are interested in learning more about the program and services offered
- Places outbound calls to existing customers
- Follow communication "scripts"
- Identify customers' needs, clarify information, research issue/concerns and provide solutions and/or alternatives
- Using excel, prepare reports and manage data
- Sets expectations for customers regarding next steps
- Meet standard quality and performance metrics for supported campaigns
- Provide continuous improvement suggestions to the customer service manager
- Engage in team building activities to help team members understand, embrace, and achieve key performance indicators (lead by example)
- Other duties as assigned.
Qualifications
- High school diploma or GED equivalent
- 1 + year experience in customer service
- Mixed mode survey experience (preferred)
- Experience with Key Performance Indicators (KPIs)
- Basic Excel experience
- Experience with MS Office, such as Excel, Word, etc.
- Excellent written and verbal communication and interpersonal skills
- High attention to detail or organization, ability to multi-task and adapt to change quickly
- Must be able to pass a drug screen and background check.
Contact
Nexant
nexant.com
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