Role Description 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.

• 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.

Qualifications

• 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.

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).

Benefits

• Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.
• The estimated base pay range per hour for this role is $22.50 - $26.44 USD. Apply To this Job

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