Special Operations Customer Support Representative

We provide our clients with the deepest understanding of audiences—and we can’t do that without our Panel Recruitment and Field Operations teams. They work in-person to build important connections with current panelists, who provide the vital data that powers businesses, and recruit new panelists.
This role communicates directly with panelists to review performance data, provide technical support, foster positive relations and coach panelists on proper usage of proprietary equipment.
This is a work from home position. Requirements must be met:
 Able to connect to High Speed Internet in your primary residence with minimum speeds of 80mb
– Able to connect directly to a router/modem with Ethernet cable
– You must have a dedicated work space to conduct phone calls where others cannot hear/see personally identifiable information.
Shifts can begin as early as 11am and end as late as midnight EST. The two possible shifts are Sun- Thurs or Tue- Sat
For this remote position: You must be within a commutable distance to one of the following locations:​​​​​​​
Dallas, TX
Tampa, FL
Orlando, FL
Miami, FL
Columbia, MD

Role Details:

  • Build solid and productive panelist relationships .
  • Serve as the primary point of contact between Nielsen panelists and US Field Operations staff.
  • Review and analyze data, providing feedback to households.
  • Conduct training and coaching for panelists use of Nielsen meters.
  • Investigate and resolve proprietary system generated performance issues.
  • Verify and update demographics and audience information using Nielsen proprietary software.
  • Instruct and reinforce panelists on security procedures
  • Use persuasion skills to gain and maintain cooperation of Panel members, solicit additional participation.
  • Diagnose and troubleshoot software and hardware.


  • Spanish Bilingual candidates preferred
  • Strong customer service
  • General ability to perform consumer electronic troubleshooting by phone
  • Outbound and inbound call center experience
  • Problem solving, and critical thinking skills
  • Strong Communication skills both verbal and written
  • Spanish Bilingual candidates preferred but not required
  • Flexibility to work evenings and weekends
  • Excellent organizational skills and ability to meet deadlines
  • MS Office Suite experience (Word, Excel and Outlook), Google Suite experience also preferred
  • High School Diploma required

This job offer was originally published on Jobicy

Published on: Jobicy


Customer support


October 31, 2022


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