Customer Service Representative Research Support

Job Overview

We are seeking a Customer Service Representative – Research Support to interact with members of the general public and support research sessions conducted on behalf of our client. The ideal candidate will have strong customer service and communication skills, be comfortable interacting with diverse participants, and be able to follow established procedures and guidelines.

Key Responsibilities

• Interact with and support participants throughout research sessions in a professional and welcoming manner.
• Guide participants through interviews, testing activities, and other research-related processes according to established client guidelines.
• Provide clear instructions and assistance to participants throughout the session.
• Maintain a positive customer/participant experience while ensuring all activities are conducted consistently and professionally.
• Collect and document accurate, objective information during research sessions.
• Protect participant privacy, confidentiality, and personal information at all times.
• Follow established security, data-handling, and client protocols.
• Identify and escalate participant concerns, technical issues, or situations that may impact the session.
• Maintain a high level of accuracy, attention to detail, and professionalism.
• Complete session-related documentation and deliverables in accordance with project requirements.

Qualifications

• Previous experience in Customer Service, Customer Care, Customer Support, Call Center, Customer Experience, or Participant Support preferred.
• Strong interpersonal and communication skills.
• Comfortable interacting with members of the public in a professional environment.
• Ability to follow detailed procedures, guidelines, and security requirements.
• Strong attention to detail and ability to accurately document information.
• Ability to maintain confidentiality and handle sensitive participant information appropriately.
• Previous experience with research studies, surveys, interviews, usability testing, or participant-facing programs is a plus.
• Must be able to work in Atlanta, GA or Sacramento, CA as required.