Customer Care Associate- Part Time & On-Call! - Eurofins PSS Insourcing Solutions, LLC

The National Food Lab is a fast-growing company with a vision to be the destination for tailored solutions for the food industry – beginning to end.   Our mission is to provide services that help food, beverage, and supplement companies deliver safe, healthy and successful products.  We seek to make a positive impact in the advancement of food safety, quality and nutrition, fulfilling our corporate promise – to improve health and improve lives.

The National Food Lab’s best-in-class consumer and sensory research capabilities employ a variety of quantitative and qualitative consumer and sensory research techniques to help our clients make products consumers love.  We help our clients:

• Develop new product ideas
• Re-energize a well-established product
• Assess product-concept fit or packaging effectiveness
• Understand the product, brand and category competitive landscapes
• Present objective results to management

The statements below reflect the general responsibilities and requirements of the identified position but may not describe all the work requirements that may be inherent in the job.

First point of contact for Tasteocracy Respondents. Assist with customer needs by working to resolve any questions or issues they have when calling into our customer care line. Call out on lists to assist in filling our tests and ensure you understand the requirements needed before calling.

Customer Care Digital Channels

• Comfortability with all digital channels (Live Chat, SMS, Emailing, Social Media Messenger)
• 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

Customer Care Phones

• Create a welcoming and courteous atmosphere for respondents by maintaining a professional demeanor while determining respondents’ needs.
• Strive for first-call resolution by clarifying respondent complaint or questions, determining cause of problem, finding an explaining the best solution, expediting correction or adjustments, following up to ensure resolution.
• Answer incoming queries and resolve incoming issues from respondents within the parameters set by the recruiting management team.
• Be knowledgeable about the active research projects – the screening requirements, the applicable quotas, the logistical information – know where to find the information and pro-actively as for information that is not available.
• Field inbound respondent communication to the main Eurofins phone line and online chat, with an eye to the studies that need to be filled. Steer respondents towards the highest priority tests. 
• Ensure that respondents meet all qualification requirements for the specific tests before scheduling.
• Ability to read respondents behavior over the phone to determine good fit for different panels. Score respondents based on key factors that are needed to be included in certain panels or tests
• Cold call from lists that are both internal respondents and external potential respondents. 
• Assist with host contact when a lead might not be available.

Maintain Respondent Database

• 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.
• Complete special administrative projects as needed for the recruiting department.

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. 

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/Experience:

• High School diploma or GED equivalent certificate required. Associate degree strongly preferred.

An Ideal Candidate may possess the following ability or skills:

• Proactive, knowledgeable, reliable, sustainable, collaborative.
• Computer Skills
• Problem Solving skills
• Communication Skills
• Interpersonal Skills

Schedule: This is an on call position with a potential to work up to 20 hours a week. Hours may vary depending on test needs between the hours of 9AM and 9PM CST.  Schedules are made and posted with 2 weeks notice of needs. During busy peak times there could be a potential for more hours. This role has the potential to be done remotely; solely seeking candidates with Minnesota.

Your data

As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Closing Date

We reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.

Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful. 

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.