PRIMARY DUTIES AND RESPONSIBILITIES

The Client Services Representative sits within the Technology Business Unit within SullivanCotter and is aligned to the Minneapolis office however our associates are currently working remotely. This position supports SullivanCotter’s research and survey business which conducts data collection, survey cleaning and reporting. As a Client Services Representative II, you will be instrumental in operational support to this business.

Specific responsibilities under the direction and supervision of the Director, Business Operations include:

  • Perform outbound and inbound phone and email outreach to potential participants to solicit survey participation, communicate important survey information and provide technical support and training.
  • Answer questions about surveys including, but not limited to, questions regarding pricing, availability and delivery dates.
  • Answer questions relating to the survey systems’ operations, survey systems’ navigation and the survey process.
  • Assist in the entire survey process, within designated systems, from ensuring participant access to systems to complete and timely survey submission.
  • Keep records of participant interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Make ongoing updates to the contact database to ensure contact information is up-to-date.
  • Process report orders and invoices.

EDUCATION AND EXPERIENCE REQUIREMENTS

  • Bachelor’s degree preferred but not required.
  • A minimum of 4 years of related experience required. Knowledge of health care related data is a plus.
  • Strong analytical and critical thinking skills.
  • Knowledge of principles and methods for showing, promoting and selling products or services. This includes product demonstration and sales techniques.
  • Knowledge of principles and processes for providing client services. This includes assessing participant needs, meeting quality standards for services, and evaluation of client satisfaction.
  • Advanced knowledge of Microsoft applications including Word, Excel, Outlook and OneNote.

BEHAVIORAL ATTRIBUTES

  • Superb active listening ability; giving full attention to what clients are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
  • Friendly, professional phone and email demeanor.
  • Clear, concise and effective oral and written communication skills.
  • Detail and process-oriented.
  • High level of self-motivation and the ability to problem-solve.
  • Superlative service orientation; actively looking for ways to assist survey participants.
  • Communicates with others in a respectful, courteous manner while simultaneously building credibility and rapport.
  • Anticipates, understands and addresses participant needs by taking ownership of and initiating action regarding requests and concerns.
  • Establishes confidence of the survey participants by developing and maintaining professional working relationships; utilizes resources to accomplish goals and meet participant and team needs.

Applicants for employment must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

SullivanCotter is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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