Customer Experience Rep II – Full Time – Remote

Datavant is seeking a Customer Experience Representative II – Retrieval to serve as a knowledgeable and trusted resource for Record Hub customers, independently resolving complex inquiries and issues while delivering a high-quality customer experience.

Requirements

• 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.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Tuition Reimbursement