About arenaflex
arenaflex is a fast‑growing, global sensory and consumer‑research consultancy that helps the world’s leading food, beverage, pet, and health‑and‑beauty brands hear the voice of the consumer. By partnering with manufacturers and marketers, arenaflex designs, conducts, and analyzes taste tests, product‑concept evaluations, and packaging studies that drive innovation and protect product quality from concept to shelf‑life.
Our mission is simple yet powerful: enable consumers to shape the foods and products they love. From fresh ideas for the next generation of snacks to revitalizing beloved legacy items, arenaflex brings science, insight, and a deep respect for the consumer experience together in every project. We are headquartered in Minneapolis, MN, and our collaborative culture blends cutting‑edge research with a supportive, flexible work environment.
Why This Role Matters
As a Recruiting & Customer Care Associate, you will be the first point of contact for our valued respondents— the “taste testers” who provide the critical data that fuels our clients’ success. You will ensure that each respondent receives a warm, professional welcome, that their qualification criteria are verified, and that any questions or concerns are resolved quickly and effectively. Your work directly impacts the quality and timeliness of the research studies, helping arenaflex deliver reliable insights to our partners.
Key Responsibilities
Customer Care – Phone Interaction
- Maintain deep knowledge of active research projects, including screening requirements, quotas, and logistical details, and proactively retrieve missing information.
- Field inbound calls and online chat inquiries on the main arenaflex phone line, guiding respondents toward high‑priority taste tests.
- Create a welcoming atmosphere, using a professional demeanor to understand each respondent’s needs and motivations.
- Achieve first‑call resolution by diagnosing issues, explaining solutions, and following up to confirm satisfaction.
- Validate that respondents meet all qualification criteria before scheduling them for tests.
- Read verbal cues to assess fit for specific panels and score respondents based on key factors required for each study.
- Conduct cold‑calls to pre‑existing contacts, internal respondents, and potential new participants, expanding our respondent pool.
- Provide host contact support when a lead is unavailable, ensuring seamless hand‑offs.
Customer Care – Digital Channels & Database Management
- Respond to digital inquiries (live chat, SMS, email, social‑media messenger) with the same speed and accuracy as phone interactions.
- Escalate complex issues to phone outreach when necessary, guaranteeing that respondents receive a resolution.
- Achieve daily targets for recurring database cleaning projects, keeping respondent records current and accurate.
- Proactively update respondent information using departmental data‑cleaning procedures, supporting both service and recruitment initiatives.
- Prepare and manage hard‑copy communications that support database cleaning and study‑related correspondence.
- Assist with special administrative projects for the recruiting department as needed.
Performance Metrics & Training
- Meet or exceed monthly phone metrics: Average Handle Time, Average Talk Time, Utilization.
- Achieve digital‑channel metrics: average wait time, average handle time, utilization.
- Maintain monthly billability targets.
- Participate in quarterly training sessions and successfully complete associated quizzes within designated timeframes.
Essential Qualifications
- High School diploma or GED equivalent.
- Comfortable using a variety of digital communication channels (Live Chat, SMS, Email, Social‑Media Messenger).
- Experience with CRM platforms such as Salesforce is a plus, though not required.
- Strong phone etiquette; familiarity with phone‑handling software is advantageous.
- Proactive, reliable, collaborative mindset with a sustainability‑focused attitude.
- Demonstrated problem‑solving abilities and sound judgment.
- Excellent written and verbal communication skills.
- High emotional intelligence and interpersonal skills to connect with diverse respondents.
Preferred (Nice‑to‑Have) Skills
- Previous experience in consumer research, market research, or sensory testing environments.
- Experience conducting outbound recruitment calls or managing participant panels.
- Familiarity with data‑entry and database‑maintenance best practices.
- Ability to quickly learn and navigate internal knowledge bases and documentation systems.
- Capable of multitasking across phone, chat, and email platforms while maintaining high service quality.
What Success Looks Like at arenaflex
Success in this role is measured not just by numbers, but by the quality of the relationships you build with respondents and the accuracy of the data you help collect. A top‑performing associate consistently:
- Delivers a positive, friendly experience that encourages respondents to participate again.
- Ensures compliance with all screening criteria, reducing the need for re‑recruitment.
- Identifies and reports trends in respondent feedback that improve future recruitment strategies.
- Maintains meticulous records that support seamless study execution.
- Acts as an ambassador for arenaflex’s brand, showcasing our commitment to consumer‑centric innovation.
Compensation, Benefits, & Perks
- Hourly Rate: $16.00 per hour.
- Benefits for Part‑Time Employees: Eligibility for arenaflex’s 401(k) Savings Incentive Plan, prorated PTO, paid holidays, and paid time off.
- Medical Coverage: Employees scheduled 30‑34 hours per week qualify for medical insurance.
- Flexible Scheduling: Choose 3‑4 days per week, with shift options that fit mornings, mid‑day, or evenings (9 am – 9 pm). Weekend rotations are predictable and compensated with a weekday day‑off.
- Remote‑First Environment: Primarily work from home, with occasional on‑site meetings in the Twin Cities area for collaboration, equipment pickup, and IT support.
- Professional Development: Access to quarterly training, industry webinars, and mentorship programs to advance your career in research operations.
- Inclusive Culture: arenaflex is an equal‑opportunity employer that values diversity, supports veterans, individuals with disabilities, and promotes a respectful, collaborative workplace.
Work Environment & Physical Demands
While the role is predominantly remote, occasional on‑site presence in the Minneapolis‑Plymouth area is required. The physical environment mirrors a modern office/lab setting:
- Regularly standing, walking, sitting, and speaking on the phone.
- Occasional lifting of up to 35 lb (up to 50 lb with assistance).
- Visual acuity requirements for reading screens, documents, and color‑coded data.
- Exposure to lab‑controlled environments handling common food allergens (e.g., egg, soy, wheat, milk, nuts, shellfish). All safety protocols are strictly followed.
- Moderate noise levels typical of a research facility.
Career Growth at arenaflex
arenaflex invests in its people. As you master the Recruiting & Customer Care associate responsibilities, you can progress to:
- Senior Recruiter – overseeing larger panels and complex studies.
- Recruitment Team Lead – managing a small team of associates, setting performance goals, and driving process improvements.
- Research Operations Analyst – analyzing recruitment data to shape future study designs.
- Customer Experience Manager – crafting omnichannel strategies that enhance respondent satisfaction across the organization.
Continuous learning is encouraged through internal workshops, external certifications, and cross‑departmental shadowing opportunities.
How to Apply
If you are enthusiastic about connecting people with exciting sensory research, thrive in a flexible, customer‑focused environment, and live within commuting distance of the Twin Cities, we want to hear from you. Submit your resume and a brief cover letter highlighting your relevant experience and why you’re drawn to arenaflex’s mission.
Join arenaflex and become a vital part of the team that helps shape the foods and products that delight consumers worldwide.
Apply Now