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

At arenaflex, we're passionate about delivering exceptional customer experiences and connecting people with meaningful opportunities. As a Recruiting & Customer Care Associate, you'll be the first point of contact for our valued respondents, providing top-notch support and ensuring their needs are met. If you're a people person with a passion for problem-solving and a knack for building relationships, we want to hear from you!

About arenaflex

arenaflex is a leading organization dedicated to advancing research and innovation through cutting-edge studies and projects. Our team is comprised of talented individuals from diverse backgrounds, united by a shared commitment to excellence and customer satisfaction. As a Recruiting & Customer Care Associate, you'll be part of a dynamic team that's shaping the future of research and development.

Responsibilities

As a Recruiting & Customer Care Associate, you'll be responsible for:

• Staying ahead of the curve: Stay up-to-date on our active research projects, including screening requirements, quotas, and logistical information. Proactively seek out information that's not readily available to ensure you're always informed.
• Responding to inbound communication: Field calls and online chats from respondents, prioritizing studies that need to be filled and steering them towards the highest-priority tests.
• Creating a welcoming atmosphere: Maintain a professional demeanor while determining respondents' needs, ensuring a positive and courteous experience.
• Resolving issues efficiently: Strive for first-call resolution by clarifying respondent complaints or questions, determining the cause of the problem, finding and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
• Ensuring qualification requirements: Verify that respondents meet all qualification requirements for specific tests before scheduling.
• Reading respondent behavior: Use your expertise to determine a good fit for different panels based on respondent behavior over the phone.
• Cold calling and outreach: Make pre-existing contacts, internal respondents, and external potential respondents to fill our taste tests and ensure all requirements are met.
• Host contact and digital channel support: Assist with host contact when a lead might not be available and strive for resolutions upon first interaction on digital channels.
• Database cleaning and administrative projects: Meet daily goals for assigned recurring database cleaning projects, proactively update respondent information using departmental database cleaning processes, and complete special administrative projects as needed for the recruiting department.
• Meeting performance metrics: Meet monthly phone metrics (Average Handle Time, Average Talk Time, Utilization) and digital channel metrics (average wait time, average handle time, utilization) when applicable.
• Quarterly training and development: Attend quarterly training sessions and pass any quizzes given within a certain timeframe to stay up-to-date on industry best practices and arenaflex's policies and procedures.

Requirements

To succeed in this role, you'll need:

• High School diploma or GED equivalent certificate: A minimum educational requirement to ensure you have a solid foundation in communication and problem-solving skills.
• Digital channel comfortability: Be comfortable using all digital channels, including Live Chat, SMS, Emailing, and Social Media Messenger.
• SalesForce or CRM experience: While not required, experience with SalesForce or other CRM systems is a nice-to-have.
• Phone handling confidence: Be confident in your phone handling skills, with or without prior experience.
• Proactive, knowledgeable, reliable, sustainable, and collaborative: These traits are essential for success in this role, as you'll be working with respondents, colleagues, and management to ensure seamless communication and resolution.
• Problem-solving, communication, and interpersonal skills: These skills are critical for resolving issues, building relationships, and providing exceptional customer experiences.

Nice-to-haves

* SalesForce or CRM experience: If you have experience with SalesForce or other CRM systems, that's a bonus!

• Phone software experience: While not required, prior experience with phone software can be beneficial in this role.

Benefits

As an arenaflex team member, you'll enjoy:

• 401(k) Savings Incentive Plans: We're committed to helping you plan for your future.
• Accruing prorated PTO: Take time off when you need it, and we'll make sure you're compensated fairly.
• Holiday paid time off: Enjoy paid time off during holidays, so you can recharge and spend time with loved ones.
• Medical Insurance: If you're scheduled to work 30-34 hours a week, you'll be eligible for medical insurance to ensure your health and well-being.

How to Apply

If you're a motivated and customer-focused individual with a passion for problem-solving and relationship-building, we want to hear from you! Apply now to join our arenaflex team as a Recruiting & Customer Care Associate. Apply for this job