Technical Customer Service Representative

WFA Cross Media Measurement Initiative

Miami, FL/On Site

Full Time Position: Some evenings and weekends as part of the standard working week required.

Kantar Media has won the contract to build a new Cross-Media Measurement panel in the United States, that will be one of the first of its kind in the world. We are looking for forward-thinking, diverse, and client-centric individuals to join our team and make the panel a success.

The Media Division at Kantar are experts in understanding the changing media landscape. Our Audience Measurement teams are charged with developing new approaches to measurement and that is where the new US panel comes in. The panel has been designed to address the needs of advertisers, who want to understand and plan campaigns across digital and broadcast platforms (from TikTok to CBS to YouTube) – we’ve pulled together all our latest thinking, our most up-to-date meters and our relationships with the online publishers such as Google and Meta, and the result is something that we believe is the future of audience measurement.

Kantar is the world’s leading data, insights, and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies. Kantar’s 25,000 people based in more than 100 countries help the world’s leading organizations succeed and grow. Nobody knows people better than Kantar. This is your opportunity to join a fantastic team and be involved in setting up something genuinely ground-breaking.

Job Details

Our Service and Installation Execs are the key relationship holders between Kantar and our US panel members; walking panelists through the install process, delivering an excellent level of service and supplying important support to the panel. The Service and Installation Execs will work closely with Operations colleagues and those from other functions to ensure a seamless client-centric service for our Panel.

Tasks & Responsibilities

• Work remotely with panel members to install and maintain metering equipment and software in panel homes.
• Provide outstanding technical customer service and be part of a professionally minded team that delivers a standout experience for our panel members.
• Make outgoing calls to panel members to follow up on potential compliance issues or technical faults with the metering.
• Perform interactive tests and quality checks.
• Capture information from about the equipment in the panel members homes and update a central database.
• Educate and encourage panel members in the correct use and care of the metering equipment.
• Accurately log and report panel home activity as required.
• Collaborate with others to maintain accurate stock levels of metering equipment.
• Collaborate with Continuous Improvement (CI) agents to identify and address areas for improvement in the service.
• Provide support on ad hoc projects and initiatives.
• Conduct validation checks to identify any issues with data held against a home that could impact data processing.
• Work with the wider team to ensure SLA’s (Service Level Agreements) and project deadlines are met.
• Working some evenings and weekends as part of the standard working week required.

The skills & experience needed

• Communication - Excellent relationship building and communication skills with internal stakeholders and panel members.
• Innovative with a continuous improvement mindset
• Customer service and problem solving – must have a polite and professional manner with a positive attitude towards problem solving.
• Collaboration - Team player who is happy to lend a hand when needed.
• Proactive, self-motivator with the ability to work autonomously when needed.
• Understanding of TV and associated technology desirable but not essential
• Some weekend working required – one weekend shift in four – and flexibility around shift timings is essential.
• Problem solving - ability to work in a fast-paced environment with demonstrable experience of working to deadlines.
• Ability to perform tasks efficiently with a high level of accuracy.
• Good organizational and administrative skills with a focus on work being correctly prioritized and completed in a timely manner.
• Ability to multitask with a flexible attitude to work.
• Fluent English essential; fluent Spanish desirable

What's in it for you

We provide a highly competitive benefits package!

• Medical plans with comprehensive, affordable coverage for a range of health services
• Health Savings Account/FSA
• Dental, Vision and benefits to cover unique healthcare needs
• Wellness Program
• 401k with matching
• Tuition Reimbursement, Commuter benefits
• Unlimited PTO

At Kantar we have an integrated way of rewarding our people based around a simple, clear, and consistent set of principles. Our approach helps to ensure we are market competitive and to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver. We go beyond the obvious, using intelligence, passion, and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us. We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted, and are allowed to flourish in a space where their mental health and wellbeing is taken into consideration. We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes.

At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate based on age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status or any other legally protected characteristics.

Kantar Media Reward Statement

At Kantar Media we have an integrated way of rewarding our people based around a simple, clear, and consistent set of principles. Our approach helps to ensure we are market competitive and to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.

PRIVACY DISCLOSURE: Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The Kantar Group Limited (“Kantar”). Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager(s) and for consideration for potential future opportunities by Kantar and its affiliate Kantar group companies. For full details of our privacy policy please visit www.kantar.com