Datavant

Customer Experience Rep II

Datavant

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $21 - $26 per hour

About the role

  • 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

Requirements

  • High school diploma or equivalent
  • 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
  • Health screenings
  • Proof of vaccinations as required
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data entrytyping skillscall center experiencecomplex case handlingescalation management
Soft Skills
empathetic attitudeprofessionalismproblem-solvingcommunicationteam coordination
Certifications
high school diploma