At arenaflex, we're passionate about empowering consumers to have a voice in the development of outstanding food, beverage, pet, and health & beauty products. As a fast-growing and global sensory and consumer research consultancy, we're dedicated to creating high-quality and memorable experiences for our clients and their customers. Our mission is to bring people together through innovative research and development, and we're looking for a talented Recruiting & Customer Care Associate to join our team.
**About arenaflex**
arenaflex is a dynamic and global company that's revolutionizing the way we understand consumer behavior and preferences. Our team of experts is dedicated to providing cutting-edge research and development services to our clients, helping them to create products that meet the needs and desires of their customers. With a strong presence in the USA and a global reach, we're committed to delivering exceptional results and building long-lasting relationships with our clients and partners.
**Job Summary**
We're seeking an experienced Recruiting & Customer Care Associate to join our team in Minneapolis, MN. As a key member of our customer care team, you'll be responsible for providing exceptional service to our clients and their customers, resolving issues and answering questions in a timely and professional manner. You'll also be responsible for recruiting and scheduling respondents for our taste tests, ensuring that all requirements are met and that our clients receive high-quality data.
**Responsibilities**
As a Recruiting & Customer Care Associate, you'll be responsible for the following key tasks:
* **Customer Care Phone Handling**: Be knowledgeable about our active research projects, including screening requirements, quotas, and logistical information. Field inbound respondent communication to our main phone line and online chat, with an eye to the studies that need to be filled. Create a welcoming and courteous atmosphere for respondents by maintaining a professional demeanor while determining their 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.
* **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.
* **Recruiting**: Cold call pre-existing contacts, internal respondents, and external potential respondents to recruit and schedule respondents for our taste tests. Assist with host contact when a lead might not be available.
* **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:
* **Education**: High School diploma or GED equivalent certificate required.
* **Digital Channel Experience**: Comfortability with all digital channels (Live Chat, SMS, Emailing, Social Media Messenger).
* **Salesforce or CRM Experience**: Some exposure to SalesForce or other CRM Systems (nice to have).
* **Phone Handling Experience**: Confident with phone handling (phone software experience not required but nice to have).
* **Problem-Solving Skills**: Proactive, knowledgeable, reliable, sustainable, collaborative.
* **Communication Skills**: Problem-solving skills, communication skills, and interpersonal skills.
**Additional Information**
* **Hourly Compensation**: $16.00 an hour.
* **Benefits**: 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.).
* **Work Environment**: This position is (mostly) fully remote. This individual must reside in the Twin Cities/Neighboring to the Twin Cities, Minnesota. This is due to coming onsite for in-person meetings as/if needed, equipment pick-up, IT support as/if needed, etc.
**Required Licenses or Certificates**
* **Valid Driver's License and Proof of Insurance**: All your information will be kept confidential according to EEO guidelines.
**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.
* **Physical Demands**: 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.
* **Specific Vision Abilities**: 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.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below.
We're an equal opportunity employer and welcome applications from diverse candidates. Thank you for considering this opportunity to join our team at arenaflex!