[Remote] Customer Service Specialist - Full Time - Remote
Note: The job is a remote job and is open to candidates in USA. Datavant is the data collaboration platform trusted for healthcare, providing critical data solutions for organizations across the healthcare ecosystem. The Customer Service Specialist will assist customers via phone, email, and chat using SalesForce, ensuring a seamless experience while upholding company values and service standards.
Responsibilities
- Assist customers via SalesForce across multiple communication channels (phone, email, and chat), ensuring their questions and concerns are addressed promptly and accurately while also meeting or exceeding key performance indicators (KPIs)
- Engage in clear, courteous, and professional communication with customers and colleagues to facilitate understanding and resolve inquiries efficiently
- Work closely with colleagues to share knowledge, identify solutions, and improve overall service quality
- Use patience and empathy to de-escalate difficult customer interactions and guide them toward positive solutions
- Recognize when issues need to be escalated to other departments or higher-level support, following established protocols to ensure a seamless customer experience
- Identify and capitalize on appropriate opportunities to cross-sell or upsell services that align with customers' needs and enhance their experience
- Ensure accuracy and attention to detail in all customer interactions to deliver quality work
- Efficiently manage time and prioritize tasks, following through on assignments with some supervision as needed
- Demonstrate alignment with company values, contributing to a positive, supportive, and growth-oriented environment. While adhering to company policy
- Utilize Microsoft 365, SalesForce, RingCentral, and remote desktops to perform duties efficiently and effectively
- Adhere to company policies regarding Protected Health Information (PHI) and HIPAA, maintaining strict confidentiality and compliance
Skills
- High school diploma or equivalent required
- Previous experience in a customer service or customer support role, ideally within a service-focused company (e.g., legal or medical sector)
- Strong communication skills, both written and verbal, with an emphasis on clarity and empathy
- Ability to think critically and make decisions in a fast-paced environment
- Familiarity with cross-selling and upselling in a customer service setting
- Experience with remote desktop tools, SalesForce, and Microsoft 365
- Attention to detail in all customer interactions
- Time management skills to efficiently manage time and prioritize tasks
- Adhere to company policies regarding Protected Health Information (PHI) and HIPAA, maintaining strict confidentiality and compliance
- Bachelor's degree preferred
- Experience in the legal or medical fields is a plus, though not required
Benefits
- Post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc.
- Exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
- Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.
- Requests for reasonable accommodations will be reviewed on a case-by-case basis.
Company Overview