Customer Care Associate (Full Time)

Eurofins USA Food Testing•Plymouth, MN

About The Position

The Customer Care Associate serves as a primary point of contact for Tasteocracy participants while supporting participant recruitment and study fulfillment. The role provides responsive, friendly assistance by phone and digital communication channels, resolves questions and concerns, and supports participants throughout their research experience. It also supports recruiting by contacting potential participants, applying study qualification requirements, matching participants with appropriate study opportunities, scheduling qualified participants, and helping the recruiting team prioritize studies with the greatest need. The position is full time, scheduled for 35 to 40 hours per week, with shifts varying between 9:00 AM and 9:00 PM Central Time. Most shifts are Monday through Friday, with a rotating Saturday and/or Sunday approximately every three to four weeks. When scheduled for a weekend day, an alternate weekday off is provided Tuesday through Friday. Candidates living within commuting distance of Plymouth, Minnesota are encouraged to apply. Pay is $19.00 per hour.

Requirements

High school diploma or GED equivalent certificate.
Excellent written and verbal communication skills.
Strong customer service and relationship-building skills.
Comfort communicating across phone and digital channels.
Strong attention to detail and commitment to data accuracy.
Ability to learn and consistently apply study-specific qualification criteria.
Strong problem-solving skills and sound judgment.
Ability to manage multiple priorities in a fast-paced environment.
Comfort conducting outbound recruiting calls.
Proactive, dependable, collaborative, and adaptable.
Strong computer skills and ability to learn multiple technology platforms.

Nice To Haves

Associate degree.

Responsibilities

Provide friendly, professional support through phone, email, SMS, live chat, and social messaging.
Resolve participant questions or concerns during the first interaction whenever possible, and follow inquiries through to resolution.
Provide clear, accurate information and create a welcoming, positive participant experience.
Recognize inquiries requiring additional support and escalate them to the recruiting management team.
Understand active study requirements, qualification criteria, quotas, scheduling needs, and logistical information.
Conduct outbound recruiting using internal participant lists and external potential-participant lists.
Identify study opportunities based on current recruiting priorities and direct interested participants toward studies with the greatest recruiting needs.
Confirm participants meet applicable qualification requirements before scheduling.
Support host communication and other recruiting activities as needed.
Maintain accurate, up-to-date participant information and update participant records during customer interactions when appropriate.
Complete recurring database maintenance, data-cleaning projects, participant communications related to database maintenance and research projects, and other assigned administrative projects.
Meet established phone and digital-channel performance expectations, including applicable handle-time, response-time, utilization, productivity, and billability metrics.
Participate in required departmental training and apply recruiting procedures, customer care expectations, and study-related processes.