Call Center Representative

POSITION SUMMARY: 

The Sago Recruiter plays a critical role in delivering high-quality market research by conducting structured telephone surveys and completing participant reminders. As a frontline representative of the Sago Team, this position is essential to bringing our Mission and Values to life through positivity, collaboration, continuous improvement, service excellence, forward thinking, ownership, execution, humility, and humor. This is a non-exempt position. 

KEY JOB RESPONSIBILITIES: 

• Conduct outbound recruitment calls, participant reminders, and structured surveys. 

• Respond to participant emails, texts, and incoming calls with professionalism, accuracy, and service excellence. 

• Create a positive, respectful, and engaging participant experience that reflects Sago Team values. 

• Accurately document participant information, responses, and recruitment activities in company systems. 

• Maintain an understanding of study objectives, screening criteria, methodologies, and relevant study topics. 

• Monitor quotas, track recruitment progress, and take ownership of meeting project goals and deadlines. 

• Collaborate with team members to share best practices, solve challenges, and drive continuous improvement. 

• Demonstrate strong organization, attention to detail, adaptability, and effective time management. 

• Uphold the Sago Team Mission & Values of positivity, collaboration, continuous improvement, service excellence, forward thinking, ownership, execution, humility, and humor in all interactions. 

• Perform other duties as assigned to support project and organizational success. 

CORE COMPETENCIES: 

• Demonstrates positivity, professionalism, and service excellence in all participant, client, and team interactions. 

• Excellent verbal and written communication skills, including strong telephone, email, and text communication. 

• Ability to build rapport and create a respectful, supportive, and engaging experience for participants. 

• Strong organizational skills with the ability to multitask, prioritize, and manage competing deadlines. 

• Ability to work independently while collaborating effectively with team members to achieve project goals. 

• Detail-oriented with a commitment to accuracy, quality, and execution. 

• Demonstrates ownership, accountability, and a sense of urgency in completing assignments and meeting recruitment targets. 

• Adaptable and forward-thinking, with the ability to identify challenges and contribute to continuous improvement efforts. 

• Strong computer, data entry, and typing skills with the ability to learn new systems and technologies. 

• Dependable, reliable, and able to perform effectively with minimal supervision. 

• Embodies the Sago Team Mission & Values of positivity, collaboration, continuous improvement, service excellence, forward thinking, ownership, execution, humility, and humor. 

QUALIFICATIONS 

Education: 

• High School Diploma or equivalent required. 

Experience: 

• Previous customer service, call center, recruiting, administrative, or related experience preferred. 

• Experience interacting with customers or participants via phone, email, and text preferred. 

Computer Skills: 

• Proficient in Microsoft Office applications and general computer operations.  

• Ability to navigate multiple systems simultaneously while accurately documenting participant information and communications.