Customer Support Specialist

M3 USA Fort Washington , PA 19034

Posted 3 weeks ago

M3 Global Research, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.

M3 Global Research maintains ISO 26362 and 27001 certifications with the highest quality data collection and project management capabilities that cover the spectrum of quantitative and qualitative techniques utilized today. M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors. Due to our continued growth and expansion, M3 is seeking an experienced Customer Support Specialist to join our Market Research team.

The Customer Support Specialist is a highly motivated, personable, and detail-oriented professional that focuses on the retention and satisfaction of the M3 Global Research panel. The specialist provides high quality customer service to panel members and other research participants by answering questions and resolving inquiries regarding registration, accounts, study participation, compensation, and more.

Essential Duties and Responsibilities:

Including, but not limited to the following

  • Providing high-quality professional support to M3 Global Research members via telephone and email/support ticket communications.
  • Mastering and working across multiple systems to investigate, troubleshoot and handle inquiries and complaints and providing appropriate solutions and alternatives
  • Effectively work with our US and EU Operations/Project Management team members to resolve project specific issues and acting on behalf of the user while balancing user advocacy and company profitability.
  • Handles all inquiries according to company policy and expectations in regard to outcomes, time to resolution, and communication standards.
  • Builds and maintains strong relationships with the panel members through timely and professional communication, quality problem solving and critical thinking.
  • Providing input and assisting with updating communication procedures, guidelines, and enhancements to system and processes.

Other Duties and Responsibilities:

  • Answers and directs phone calls to other departments as needed
  • Ongoing learning of the medical/healthcare industry and market research industry
  • Participates as needed in special department projects, workshops, training and development
  • Presenting monthly review in team meeting setting
  • Work with other support team members to ensure full coverage of all areas


  • Bachelors degree (or equivalent customer-facing experience in market research or healthcare/medical) preferred
  • 2+ years of direct customer service experience required, preferably in a professional/office environment. Market research experience preferred.
  • Ability to defuse tense situations while remaining calm and positive.
  • Excellent interpersonal communication skills, both verbal and written. Must maintain a professional demeanor in all communications, internal and external.
  • Self-motivated to work independently as well as to accept and follow direction on given assignments; able to prioritize tasks throughout the workday and takes ownership of tasks and duties assigned.
  • Strong skill set with Microsoft Office products and ability to learn new software/systems/technologies
  • Comfortable and capable of effectively working with, and reporting to, a remote supervisor
  • Exceptional time management, organizational skills, attention to detail and ability to multitask in a changing, fast paced, high volume environment.
  • Well-developed analytical and problem-solving skills; presents complete information in a clear way and provides potential solutions when requesting internal assistance.
  • Strong sense of professionalism and ability to work in a team environment to successfully meet individual and depart


A career opportunity with M3 USA offers competitive wages, and benefits such as:

  • Health and Dental
  • Life, Accident and Disability Insurance
  • Prescription Plan
  • Flexible Spending Account
  • 401k Plan and Match
  • Paid Holidays and Vacation
  • Sick Days and Personal Days
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Specialist

Aon Corporation

Posted 1 week ago

VIEW JOBS 8/9/2019 12:00:00 AM 2019-11-07T00:00 Job Description Do you enjoy communicating with people and helping them navigate through their questions? Are you interested in joining a team that focuses on high customer satisfaction and long-standing relationships? If that's a 'YES', you've come to the right place! Our Aon Affinity Insurance Services team, based in Fort Washington, PA, invites you to apply for a role in our Customer Service group. What will you day look like? * Exercise your client relation skills by fielding client questions and addressing needs via phone and email correspondence * Organize your day to meet service, quality and timeliness standards * Partner with sales team to implement creative outreach programs to existing clients * Enjoy regular exposure to other departments and teams by collaborating on special projects, including new programs, products and technology * Over the course of your career, become a subject matter expert * Support a specialized team and management to address product information, and policies and procedures with carriers, auditors and business partners * You will learn about various insurance product lines to help drive revenue growth for the firm and your team * Keep a pulse on the competitive environment in designated territory and share changes and outlook with management and marketing * Use attention to detail to analyze transactions, correct records and adjust errors, as needed, on group policies * Sharpen your skills in identifying process efficiencies and implement them to handle daily activities thoroughly and accurately * Occasional opportunity to attend trade shows and conferences, which will offer you opportunities for networking and meeting industry experts REQUIRED EXPERIENCE & SKILLS: * To be successful in this role, you should have accumulated at least 1+ years of experience in insurance sales and/or customer service across multiple insurance products or financial services products * Proven ability to provide a high-level of service to customers with strong follow-up skills * Strong working knowledge of Microsoft Office Suite, including MS Word, MS Excel and MS PowerPoint * Prior experience working on a team as well as independently * Demonstrated skills and abilities to be goal-oriented and collaborate with leaders to solve complex issues PREFERRED EXPERIENCE: * Prior experience working in a call center environment REQUIRED EDUCATION: * Bachelor's Degree preferred, or commensurate work experience * Life, Accident & Health license is required and P&C license required within 6 months of hire; we'll help you along the way! We offer you A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Our Colleague Experience: From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience. About Aon: Aon plc (NYSE:AON) is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance. By applying for a position with Aon, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Aon's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer. DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Job number: 2019-29224 Category: Customer Service Delivery Location: United States, PA, Fort Washington 8/16/2019 17:51:43 Aon Corporation Fort Washington PA

Customer Support Specialist