Recruiting & Customer Care Associate – Flexible Part‑Time Role Driving Sensory Research Engagements at arenaflex

Why arenaflex?

At arenaflex we are on a mission to give consumers a genuine voice in shaping the foods, beverages, pet products, and health‑and‑beauty items they encounter every day. As a fast‑growing global sensory and consumer research consultancy, we translate real‑world taste, aroma, texture, and visual experiences into actionable insights for leading brands. Our work helps clients launch breakthrough products, revive beloved classics, and safeguard quality from concept to shelf life.

Located in the heart of the Twin Cities, our arenaflex National Food Lab serves clients across the United States, leveraging cutting‑edge sensory science, sophisticated data analytics, and a vibrant panel of everyday consumers. We pride ourselves on an inclusive culture that celebrates curiosity, collaboration, and continuous learning. Join us and become part of a team that directly influences what people eat, sip, and enjoy.

Position Overview

We are seeking a motivated Recruiting & Customer Care Associate to be the first point of contact for our taste‑test respondents. In this flexible, part‑time role (up to 25 hours per week), you will blend exceptional phone etiquette, digital communication skills, and a keen eye for panel suitability to ensure our research studies are fully staffed and run seamlessly. You will operate primarily remotely while residing in the Twin Cities or neighboring areas, with occasional on‑site meetings, equipment pick‑ups, and IT support visits.

Core Responsibilities

Customer Care – Phone Handling

• Become an expert on active research projects, understanding screening requirements, quotas, and logistical details, and proactively seek missing information when needed.
• Field inbound respondent calls and online chat messages on the main arenaflex phone line, directing callers toward high‑priority studies that match their profiles.
• Create a welcoming, courteous atmosphere while accurately identifying respondent needs and eligibility.
• Strive for first‑call resolution: clarify complaints or questions, diagnose root causes, explain the best solution, expedite corrections, and follow up to confirm satisfaction.
• Validate that each respondent meets all qualification criteria before scheduling a test, using active listening to assess fit for specific panels.
• Score respondents in real time based on key factors (e.g., demographic fit, consumption habits) to ensure optimal panel composition.
• Conduct outbound cold‑calls to pre‑existing contacts, internal respondents, and potential new panel members, maintaining a professional and persuasive tone.
• Assist with host contact coordination when a scheduled lead is unavailable, ensuring seamless handoffs.

Customer Care – Digital Channels & Database Management

• Provide prompt, accurate responses through live chat, SMS, email, and social media messenger, aiming for resolution on the first interaction.
• Escalate complex issues to phone contact when digital tools alone cannot satisfy respondent needs.
• Meet daily targets for recurring database cleaning projects, ensuring respondent records are current and complete.
• Update respondent information proactively using established cleaning processes, reinforcing data integrity across the recruiting system.
• Manage hard‑copy communications (mailings, forms) that support database updates and study logistics.
• Complete special administrative projects for the recruiting department, ranging from report generation to process documentation.

Training, Performance Metrics & Continuous Improvement

• Achieve monthly phone metrics such as Average Handle Time, Average Talk Time, and Utilization rate.
• Maintain digital channel benchmarks including average wait time, handle time, and utilization.
• Meet monthly billability targets as defined by the recruiting management team.
• Participate in quarterly training sessions, pass associated quizzes, and apply new knowledge to daily operations.

Essential Qualifications

• High School diploma or GED equivalent (required).
• Comfortable using multiple digital communication channels (live chat, SMS, email, social media messenger).
• Strong verbal communication skills and a confident, professional phone demeanor.
• Proactive, reliable, collaborative, and sustainable work habits.
• Demonstrated problem‑solving abilities and sound judgement.
• Excellent interpersonal skills with a focus on customer empathy.

Preferred Qualifications & Nice‑to‑Have Skills

• Exposure to Salesforce or other CRM platforms (not required but advantageous).
• Previous experience with phone‑based customer service or call‑center environments.
• Familiarity with sensory research, consumer panels, or market research methodologies.
• Basic data‑entry proficiency and attention to detail for database maintenance.
• Ability to interpret verbal cues and quickly assess respondent suitability for specific studies.

Key Skills & Competencies for Success

• Active Listening: Detect subtle verbal indicators that signal a respondent’s fit for a panel.
• Organizational Agility: Juggle multiple inbound and outbound communication streams without sacrificing accuracy.
• Time Management: Prioritize high‑impact tasks, meet daily and monthly performance goals.
• Tech‑Savvy: Navigate CRM, scheduling tools, and digital chat platforms with ease.
• Empathy & Rapport Building: Make respondents feel valued, fostering long‑term panel loyalty.
• Analytical Mindset: Score respondents against study criteria and update records methodically.

Career Growth & Learning Opportunities

At arenaflex, your development matters. As a Recruiting & Customer Care Associate you will gain exposure to:

• Advanced sensory research concepts and the science behind product testing.
• Cross‑functional collaboration with market research analysts, product development teams, and client service managers.
• Professional certifications in customer service excellence, CRM administration, or research panel management.
• Leadership pathways that could lead to senior recruiting, operations, or client relationship roles.

We regularly sponsor internal workshops, webinars, and mentorship programs to help you expand both technical and soft‑skill capabilities.

Work Environment & Company Culture

arenaflex cultivates a supportive, inclusive, and innovative atmosphere. Although this role is primarily remote, you’ll be part of a close‑knit team that meets regularly—both virtually and in person—to celebrate wins, solve challenges, and share ideas. Our culture stands on three pillars:

• People‑First: We value each individual’s contribution and provide the flexibility needed for work‑life harmony.
• Growth‑Mindset: Continuous improvement is encouraged; we reward curiosity and initiative.
• Impact‑Driven: Every interaction you have with a respondent directly shapes the products that millions enjoy.

Our Minneapolis‑based headquarters offer modern collaborative spaces, while remote employees benefit from ergonomic home‑office stipends, reliable IT support, and occasional on‑site gatherings to foster team cohesion.

Compensation, Perks & Benefits

• Hourly rate of $16.00 (competitive for a part‑time, skilled customer‑care role).
• Eligibility for a 401(k) Savings Incentive Plan, with employer matching contributions.
• Pro‑rated paid time off (PTO), holidays, and sick leave.
• Medical insurance eligibility for associates scheduled 30‑34 hours per week.
• Remote‑work flexibility with a set of core hours (9 am‑9 pm) and the ability to choose preferred shift patterns (e.g., Mon‑Fri, Thu‑Sun, Wed‑Sat).
• Company‑provided driver’s license verification and auto‑insurance assistance for any required on‑site travel.
• Access to employee assistance programs, wellness resources, and a vibrant internal community.

Physical Demands & Accommodations

The role involves regular sitting, standing, walking, and talking. Occasionally you may need to lift up to 35 lb (up to 50 lb with assistance) and handle paperwork. Reasonable accommodations are available for individuals with disabilities to ensure successful performance of essential functions.

How to Apply

If you reside within commuting distance of the Twin Cities, are passionate about delivering top‑notch service, and thrive in a dynamic, data‑driven environment, we want to hear from you. To become a valued member of arenaflex, submit your resume and a brief cover letter outlining why you’re excited about this opportunity.

Join us in shaping the future of consumer experiences—one taste test at a time.