Customer Service Representative

JOB DESCRIPTION :

Individuals who are Spanish-language proficient at a conversational level, are encouraged to apply for our Bilingual Customer Service Representative (Spanish / English) position.

NORC is seeking individuals to work as Customer Service Representatives on important studies to obtain information on issues such as cost and access to health care and the impact of higher education on the labor force.

Customer Service Representatives, internally known as Phone Interviewers, play a significant role in collecting the data that drives our research.

They are primarily responsible for screening and interviewing respondents over the phone to collect survey data. No sales or quotas!

IDEAL CANDIDATE :

The ideal Customer Service Representative :

• has good communication skills and basic computer knowledge,
• enjoys speaking with people from diverse backgrounds and professions,
• is looking for a part-time flexible working schedule, and
• is available to work weeknights and weekends.

RESPONSIBILITIES :

• Gain the cooperation of respondents over the phone in order to complete a survey by being persuasive and appropriately assertive.
• Administer survey using a pre-written script.
• Record survey answers verbatim.
• Maintain neutral and objective communication with respondents.

REQUIRED SKILLS :

• Knowledge of Windows, such as sending email or opening and using a web browser to search for information.
• Ability to sit and use a telephone headset, dial phone numbers, use a computer keyboard, and read a script off a standard-size computer monitor for up to four hours continuously.
• Ability to talk on the phone within close proximity of others in a large and potentially loud call center.
• At least 18 years of age.
• Legally authorized to work in the United States.

SALARY AND BENEFITS :

The pay for this position will be $19.93 per hour, which is based on geographic location.

This position is classified as intermittent. Intermittent staff are eligible for the following benefits :

• 403(b) Retirement Plan
• Paid sick leave
• Paid holidays
• Paid orientation and training
• Free counseling and referrals through NORC’s Employee Assistance Program (EAP)
• Discount programs like travel and electronics

NORC’s Approach to Equity and Transparency

Pay and benefits transparency helps to reduce wage gaps. As part of our commitment to pay equity and salary transparency, NORC includes a salary range for each job opening along with information about eligible benefit offerings.

At NORC, we take a comprehensive approach to setting salary ranges and reviewing raises and promotions, which is overseen by a formal Salary Review Committee (SRC).

WHO WE ARE :

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions.

Since 1941, NORC has conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration.

EEO STATEMENT :

NORC is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce. NORC evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, and other legally- protected characteristics.