Customer Experience Representative I
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Job Description
Customer Experience Representative supporting Record Hub users for Datavant’s healthcare data collaboration platform. Resolving inquiries through phone, email, and chat while documenting and escalating issues.
Responsibilities:
- Respond to customer inquiries and resolve standard issues in a high-volume, fast-paced environment
- Interact with customers via telephone, email, and online chat
- Answer product-related questions and provide basic education on Record Hub services
- Document customer interactions, inquiries, issues, and resolutions in designated systems
- Escalate issues requiring additional expertise to senior representatives or specialists
- Make outbound telephone and email contacts to provide updates, education, and support issue resolution
- Follow defined workflows, scripts, and quality standards
- Coordinate with colleagues and team leads to support customer needs
- Participate in training, coaching, and feedback sessions
- Provide feedback on customer experience challenges and improvement opportunities
- Perform other related duties as assigned
Requirements:
- High school diploma, general education degree, or equivalent required
- 2–3 years of customer service experience required
- 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
- Data entry and typing skills of 30 WPM or higher
- Strong communication, active listening, and clear verbal and written communication
- Customer-focused mindset and ability to remain calm and professional
- Basic problem-solving skills and willingness to 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
- This job is not eligible for employment sponsorship
Benefits:
- Post-offer health screenings and proof and/or completion of required vaccinations may be required by clients
- Reasonable accommodations for individuals with physical and mental disabilities
- Equal Employment Opportunity protections
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