PRIMARY DUTIES AND RESPONSIBILITIES

  • 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 two years of 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).

Qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability or marital status.

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