TVision is growing and we're looking to add an enthusiastic Panelist Success Specialist to our Panel Operations team. Our “panel” is the set of people who have our attention-monitoring equipment installed in their home, and the Panelist Success Specialist will ensure all panelists are provided with a friendly, consistent, and best-in-class experience as participants in the TVision Viewership Study. Working in conjunction with the rest of the Panel Ops team, this role will: manage compliance, conduct troubleshooting and effectively resolve support tickets and inquiries through multiple channels including email, incoming and outgoing telephone calls, and ticket platforms. Working cross-functionally, the Panel Support Specialist will recommend and implement support enhancements to more efficiently drive panel metrics. In addition, this role will effectively communicate escalations, feedback and document results to relevant internal stakeholders in order to enhance overall Panel Operations success.

Primary Job Functions:

Work directly with TVision Panelists on a variety of support needs including compliance, troubleshooting, resolving support tickets, and facilitating onboarding.

Leading high bandwidth communication with panelists focused on areas directly tied to key metrics

Document all correspondence, results, escalations and panelist feedback in CRM (Customer Relationship Management software) or appropriate tracking sheet

Manage to high daily completion rate of calls and ticket correspondence

Ensure all support tickets are resolved in a timely fashion and track progress and provide updates on escalations back to panelists

Manage setup configuration on all deployed devices including verification and household follow ups as necessary

Complete general admin tasks related to the onboarding and decommission of panelists

Assist in ad hoc troubleshooting efforts via remote connection or new process testing

Compile learnings, insights and trends based on communication to help establish more efficient processes

Requirements:

2-4 years’ experience in customer service or similar role

Effective teamwork skills and inclination towards working as part of a team

Experience with call tracking or customer support platforms

Strong communication skills, both written and verbal

Proven track record of high level customer service and basic technical troubleshooting capabilities on inbound/outbound calls

Adaptable and comfortable with changing requirements and a fast-paced startup environment