[Hiring] Customer Experience Rep II @Datavant
Role Description Datavant’s Customer Experience Representative II – Retrieval serves as a knowledgeable and trusted resource for Record Hub customers, independently resolving complex inquiries and issues while delivering a high-quality customer experience. This role handles escalated or nuanced cases, contributes to process improvement, and supports the ongoing effectiveness of the customer experience function.
- Maintain a positive, empathetic, and professional attitude toward customers at all times, even in high-stress or escalated situations.
- Respond promptly to customer inquiries in a high call volume, fast-paced environment with minimal supervision.
- Interact with customers via telephone, email, and online chat to answer complex product-related questions, resolve advanced issues, and provide in-depth education on Record Hub processes.
- Independently investigate and resolve complex product and service complaints, including those requiring cross-functional coordination.
- Identify trends in customer issues and recommend improvements to workflows, tools, or knowledge resources.
- Serve as a point of escalation for Level I representatives and provide informal guidance or peer support as needed.
- Ensure appropriate actions are taken to fully resolve customer problems and concerns, following through to completion.
- Accurately maintain customer accounts and detailed records of interactions, inquiries, and resolutions.
- Make outbound telephone and email contacts to customers to provide education, proactive updates, and issue resolution.
- Communicate and coordinate effectively with colleagues, specialists, and internal partners to resolve customer needs.
- Provide actionable feedback on the efficiency and effectiveness of customer service processes.
- Participate in training, onboarding, or knowledge-sharing initiatives as requested.
- Perform other related duties as assigned.
Qualifications
- Strong verbal and written communication skills with the ability to explain complex information clearly.
- Demonstrated ability to manage escalated or sensitive customer situations with professionalism and composure.
- Advanced critical thinking and problem-solving skills, with sound judgment and attention to detail.
- Proficiency in navigating multiple systems and quickly learning new software and tools.
- Strong working knowledge of ticketing systems and call center technologies.
- Ability to prioritize work independently and adapt to changing demands.
Requirements
- High school diploma, general education degree, or equivalent required.
- 4 or more years of customer service experience, preferably in healthcare, data, or technology environments.
- 2 or more years of experience in a call center or customer support environment.
- Experience handling complex cases, escalations, or specialized customer issues.
- Experience using call center phone systems such as RingCentral.
- Strong data entry and typing skills (30+ WPM).
Benefits
- Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.
- The estimated base pay range per hour for this role is $22.50 - $26.44 USD. Apply To this Job