Customer Experience Specialist

3 weeks ago


New Castle, Delaware, United States Vital Research Full time

Job Title: Customer Experience Specialist

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About the Role: We are seeking a highly motivated and independent individual to join our team as a Customer Experience Specialist. As a Field Interviewer, you will conduct in-person, phone, or video interviews with older adults and individuals with disabilities to assess their quality of life and satisfaction with services provided by the state of Delaware.

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Key Responsibilities:

  • Contact potential participants/guardians to explain the project and schedule interviews based on participant preference.
  • Organize and manage own interview schedule.
  • Be punctual, work independently, and remain unbiased when conducting interviews.
  • Drive to conduct interviews at the respondents preferred location for in-person interviews.
  • Track call dispositions and access participant information on an online file sharing platform.
  • Manage all aspects of Zoom video meetings, including invitations and providing technical support to respondents.
  • Record interview outcomes and resolve inconsistencies in responses, review data, and submit completed interviews and findings.
  • Comply with confidentiality, federal HIPAA regulations, and adhere to data security requirements.
  • Maintain regular communication with Vital Research.

Requirements:

  • Self-driven and thrive in independent, remote work environments.
  • Tech-savvy and can maneuver through Zoom and other web-based platforms with ease and minimal instruction.
  • Comfortable interacting with aging adults and those with physical disabilities and demonstrate concern and sensitivity to issues of disability, illness, and communication challenges.
  • Possess superior communication abilities to secure trust, boost participation, and build rapport with potential participants.
  • Have your own car and be comfortable traveling to and interviewing participants in their residence or preferred location.
  • Own a webcam and utilize a private personal computer and a secure Wi-Fi connection for contract work.
  • Must be organized and pay attention to the details.
  • Ability to stay focused, are self-disciplined and nothing falls through the cracks on your watch.

Estimated Salary: $40-$100 per hour, depending on experience and location.

What We Offer: Competitive hourly rate, flexible scheduling, and opportunities for professional growth and development.



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