Telephone Survey Assistant- Aviation Consumer Research (on-call)

Are you intellectually curious, customer service oriented, and motivated to grow your technical skills in a fast-paced environment with career growth opportunities? We are looking for professionals to support telephone survey research activities in support of a private aviation client!

ICF is seeking a Telephone Survey Assistant to support an aviation buyer expectations survey conducted by our Survey Research Team.  The assignment will be completed over the course of 12 weeks, starting in June 2022. Successful candidates will be expected to work up to 32 hours a week and may be expected to work outside of normal working hours and across time zones.

If successful, you will directly contact survey respondents to gather data on a wide range of consumer related topics. Respondents may include aircraft owners, operators, and chief pilots. You will receive rigorous training before you begin to interview respondents. As this is a global survey, we are also looking for candidates with fluency in multiple languages. In addition to fluency in English, individuals with additional fluency in Brazilian Portuguese and Spanish are highly preferred!

What you’ll do:

• Use discretion and judgment to determine best course of action to reach appropriate respondents

• Ask scripted questions verbatim, but also probe and ask follow-up questions as needed.

• Think creatively and use customer service and communications skills to get appropriate data when off script and from hard to screen respondents.

• Build rapport quickly with respondents and potential gatekeepers

• Record answers with accuracy

• Participate in interviewer meetings to provide status updates and feedback on the interviewing process.

• Make outbound phone calls to prospective respondents of the aviation survey

• Complete a fifteen-minute survey with respondents on their business jet fleet

• Draft emails to prospective participants and schedule interviews

• Update best contact information based on information gleaned from outreach

• Work up to 32 hours per work, potentially during non-standard hours

What you will need: 

• Minimum 2-year professional degree or equivalent years of working experience or a minimum of 1 year of experience working in a customer service or call center role

• Experience responding to questions via phone and email.

• Ability to quickly gain subject matter expertise to confidently administer the survey

• Ability to build rapport with survey respondents

• Ability to be flexible, multi-task, prioritize, and manage multiple activities simultaneously in a fast-paced, changing environment.

• Ability to troubleshoot complex scenarios and work through problems in a professional manner

• Strong organizational and task management skills

Professional skills and experience were looking for: 

• Fluency in Portuguese (Brazilian) and Spanish, highly preferred.

• Professional experience with aviation a plus.

• Experience with Computer Assisted Telephone Interviewing (CATI) a plus

• Experience with Voxco survey software is also a plus

• Positive attitude and excellent communication skills

For more information about the Survey Research team and our work, please visit: https://www.icf.com/work/research-evaluation

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

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