Telephone and Survey Help Desk Representative (Temporary)

WHO WE ARE: At Fors Marsh, we take on issues that matter. We are a team of researchers, advisors, and communicators working together to shape the systems that shape our lives. We look at human behavior from all angles to design targeted solutions that influence decision-making and move people to action. We are committed to the problem, not just the project, and we are intentional about taking on work and forming partnerships that balance purpose, people, planet, and profit. We are a certified B Corporation, a Just employer, and a 2019-2024 Top Workplace. We hold ourselves accountable to the values that have always defined us. And those values drive us to be the best possible versions of ourselves-for each other, our communities, our clients, and the world.

WHO WE ARE LOOKING FOR: Fors Marsh is seeking a self-motivated individual for a temporary, full-time Telephone Survey Help Desk Representative. This individual will be tasked with answering incoming calls, placing outbound calls, troubleshooting problems that relate to project work, providing online survey support, and processing paper surveys.

*This is a 3-month temporary, full-time position starting December 27, 2024 - March 14, 2025.

Responsibilities include:

• 75% providing support via email, 25% providing support via phone (inbound/outbound calls).
• Troubleshooting incoming questions from survey respondents by using provided tools and Standard Operating Procedures.
• Accurately answering respondent inquiries with respect in a professional and courteous manner, escalating inquiries to the project team as appropriate.
• Documenting help desk interactions for review and further training.
• Must be able to handle inbound and outbound calls and emails.
• Strong customer service skills and reading comprehension.
• Ability to problem solve, critical thinking, attention to detail.

Qualifications:

• 1-3 years answering incoming calls, placing outbound calls, troubleshooting problems that relate to project work, providing online survey support, and processing paper surveys.
• Ability to work 10:00am - 6:00pm EST, Monday through Friday from December 27, 2024 - March 14, 2025.
• Ability to effectively work remotely with your own high-speed internet (a mobile or hot spot environment is not acceptable).
• Strong attention to detail.
• Excellent written and communication skills.
• Ability to take initiative and problem solve basic technical issues.
• Ability to maintain a high level of professionalism and confidentiality.

We Offer:

Our benefits typically meet or exceed our competitors' packages. Ways we are unique?

• Ability to make an impact on people's lives, both internal and external to the organization.
• Top-tier health, dental, vision, and long and short-term disability coverage all covered at 100% for employee coverage.
• Remote work.
• Our company culture, which values balance and allows each employee to take leave as they require to balance the responsibilities of both their work and home lives without worrying about depleting their available leave hours.
• We provide a floating holiday bank so you can celebrate the days you value.
• Generous matching retirement contributions and no vesting period starting the third month of employment.
• Dedicated training and development budgets to expand your expertise and grow your skillset.
• You can volunteer your way with paid time off.
• You can participate in Fors Marsh staff-led affinity groups.
• Our employees receive product and service discounts through the certified B Corp network.

*This is a 3-month temporary, full-time position starting December 27, 2024 - March 14, 2025.

Hourly Rate: $17.50-$25 per hour

Location: Remote, United States Residents only

EOE: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.