Customer Service Representative

*Individuals who are Spanish-language proficient at a conversational level, are encouraged to apply for our Bilingual Customer Service Representative (Spanish/English) position.**

NORC is seeking individuals to work as Customer Service Representatives, internally known as Telephone Interviewers. In this role, you will conduct interviews over the phone with no sales pressure or quotas. Your work will directly contribute to understanding pressing issues such as:

• the cost and access to healthcare,
• the impact of higher education on the labor force,
• and many other topics that inform social policy.

This position is strictly on-site at the NORC call center. Employees are required to report to the office daily.

IDEAL CANDIDATE

The ideal candidate for this role:

• has good communication skills and basic computer knowledge,
• enjoys speaking with people from diverse backgrounds and professions,
• is looking for a flexible part-time working schedule, and
• is available to work evening hours, weeknights and weekends.

RESPONSIBILITIES

• Gain the cooperation of respondents over the phone in order to complete a survey by being persuasive and appropriately assertive.
• Administer survey using a pre-written script.
• Record survey answers verbatim.
• Maintain neutral and objective communication with respondents.

REQUIRED SKILLS

• Ability to talk on the phone within close proximity of others in a large and potentially loud call center.
• Knowledge of Windows, such as sending email or opening and using a web browser to search for information.
• Ability to sit and use a telephone headset, dial phone numbers, use a computer keyboard, and read a script off a standard-size computer monitor for up to four hours continuously.
• At least 18 years of age.
• Legally authorized to work in the United States.

SALARY AND BENEFITS

The pay for this position will be $17.98 per hour, which is based on geographic location.

This position is classified as intermittent. Intermittent staff are eligible for the following benefits:

• Telephone Interviewers working on the NIS project are eligible for an increase to their 403(b) account. NORC will contribute to an individually owned, fully vested retirement account with TIAA at a rate of $5.09 for each hour worked, and contributions will be made on a quarterly basis.
• 403(b) Retirement Plan
• Paid sick leave
• Paid holidays
• Paid orientation and training
• Free counseling and referrals through NORC’s Employee Assistance Program (EAP)
• Discount programs – like travel and electronics

NORC’s Approach to Equity and Transparency

Pay and benefits transparency helps to reduce wage gaps. As part of our commitment to pay equity and salary transparency, NORC includes a salary range for each job opening along with information about eligible benefit offerings. At NORC, we take a comprehensive approach to setting salary ranges and reviewing raises and promotions, which is overseen by a formal Salary Review Committee (SRC).

WHO WE ARE

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, NORC has conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration.

EEO STATEMENT

NORC is an equal opportunity employer. NORC evaluates qualified applicants without regard to race, color, religion, sex, gender, national origin, disability, status as a protected veteran, sexual orientation, and other legally protected characteristics.