Customer Experience Representative I
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 I – Retrieval supports Record Hub customers by responding to inquiries, resolving standard issues, and providing accurate information in a high-volume, fast-paced environment. This role focuses on delivering a consistent, high-quality customer experience while building product knowledge and customer support skills.
Requirements
- High school diploma, general education degree, or equivalent required.
- 2–3 years of customer service experience required.
- Data entry and typing skills of 30 WPM or higher.
Nice To Haves
- Strong communication skills, including active listening and clear verbal and written communication.
- Customer-focused mindset with the ability to remain calm and professional when addressing questions or concerns.
- Basic problem-solving skills with a willingness to ask questions and learn.
- Comfort using multiple computer systems and learning new software tools.
- Attention to detail and ability to follow established processes.
- Familiarity with ticketing systems or call center tools is a plus.
- 1 year of experience in a call center or customer support environment preferred.
- Experience using call center phone systems such as RingCentral is a plus.
Responsibilities
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Respond promptly to customer inquiries in a high call volume, fast-paced environment following established processes and guidelines.
- Interact with customers via telephone, email, and online chat to answer product-related questions, resolve standard issues, and provide basic education on Record Hub services.
- Accurately document customer interactions, inquiries, issues, and resolutions in designated systems.
- Identify issues that require additional expertise and appropriately escalate to senior representatives or specialists.
- Make outbound telephone and email contacts to customers to provide updates, education, and support issue resolution.
- Follow defined workflows, scripts, and quality standards to ensure consistency and compliance.
- Communicate and coordinate with colleagues and team leads as needed to support customer needs.
- Actively participate in training, coaching, and feedback sessions to build product knowledge and customer service skills.
- Provide feedback on customer experience challenges and opportunities for improvement.
- Perform other related duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
