Customer Service Specialist (Bilingual)

At SSRS, the work we do has an impact. We give people the chance to be heard by conducting quantitative and qualitative research on a variety of topics including current events, health care, customer satisfaction, politics, media usage, sports, and more.

Our team of critical thinkers has genuine enthusiasm for our work and a shared goal to connect people through research. Our process fosters transparency through collaboration.

Position Summary

We are seeking a bilingual, detail-oriented and customer-focused individual to join the SSRS team as a Customer Service Specialist. The successful candidate will be responsible for managing and responding to market research survey panelist inquiries across multiple SSRS panel products.

Communication via email and telephone in both English and Spanish, identifying and providing solutions to problems, and ensuring customer satisfaction are core functions of this role. This is a hybrid position with 3-5 days per week required in our corporate office in Glen Mills, PA.

Key Responsibilities

• Respond to survey panelist inquiries via email and telephone promptly and professionally.
• Resolve survey panelist issues such as product inquiries, incentive fulfillment, survey concerns, contact information updates, and membership updates.
• Maintain a positive, empathetic, and professional attitude toward panelists.
• Acknowledge and resolve panelist complaints, escalating as needed.
• Provide accurate information on products, services, policies, and panel processes.
• Keep accurate records of customer interactions, transactions, comments, and complaints.
• Follow up on unresolved issues to ensure complete panelist satisfaction.
• Monitor common inquiries and suggest improvements for FAQs and internal support documentation.
• Collaborate with other team members to ensure seamless service delivery.
• Follow standard operating procedures and ensure compliance with SSRS “Best Practices”
• Ensure the confidentiality and security of sensitive information.
• Other duties as the needs of the business dictate.

Position Requirements

• 2-or 4-year college degree (or equivalent education and / or work experience)
• Proven experience in customer service, preferably in email support or online communication.
• Ability to speak and write in both English and Spanish fluently.
• Excellent oral and written communication skills with a focus on grammar and clarity.
• Strong problem-solving abilities and the capacity to manage multiple inquiries simultaneously.
• Familiarity with CRM software a plus (e.g., Zendesk, Salesforce, or similar).
• Ability to maintain a cheerful outlook in high-pressure situations.
• Strong attention to detail and organizational skills.

Our goal is to promote diversity, creativity, and flexibility across our teams while strengthening problem-solving abilities and collaboration.  

Ready to be part of something bigger?  Apply today to join the team that is redefining research to impact positive change.