Customer Experience Representative II

Datavant•Houston, TX

1d•$21 - $26

About The Position

Datavant is a data platform company and the world’s leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format. Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world’s leading life sciences companies, government agencies, and those who deliver and pay for care. By joining Datavant today, you’re stepping onto a high-performing, values-driven team. Together, we’re rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare. What We’re Looking For: 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.

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).

Nice To Haves

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.

Responsibilities

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