[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