Customer Experience Representative - Retrieval - Remote

Overview

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.

In Short

• Temporary Full-Time Monday-Friday TBD
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries in a high call volume, fast-paced environment.
• Interacts with customers via telephone, email, and online chat providing customer service to Record Hub customers by answering complex product related questions, resolving issues, and educating customers.
• Investigate and solve product and service complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Making outbound telephone and email contacts to customers to provide education and facilitate issue resolution.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process
• Performs other related duties as assigned

Requirements

• Excellent communication skills including active listening.
• Service-oriented to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Critical thinking and strong problem-solving skills
• Proficient computer skills with the ability to learn new software and tools.
• Proficient in working with ticketing systems
• High school diploma, general education degree, or equivalent.
• 3 or more years of Customer service experience required
• Experience using Call Center Phone systems like Ring Central
• 1 or more year of experience in a call center environment.
• Data entry/Typing skills of 30 WPM

Benefits

• Work in a high-performing, values-driven team.
• Opportunity to tackle complex healthcare problems with technology-forward solutions.
• Supportive work environment committed to diversity and equal opportunity.
• Potential for professional growth and development.