Customer Experience Rep II

Job Listing ID:

4486133

Job Title:

Customer Experience Rep II Application Deadline:

Open Until Filled

Job Location:

Salem

Date Posted:

05/05/2026

Hours Worked Per Week:

Not Provided Shift:

Not Provided Duration of Job:

Either Full or Part Time, more than 6 months You may contact this employer directly. (Obtain the contact information to print or add to your jobs.)

Job Summary:

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world's health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient's request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health. By joining Datavant today, you're stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare. 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.

What You Will Do:

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

What Helps You Stand Out:

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. What You Need to

Succeed:

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 ...

Job Classification:

Customer Service Representatives Access our statewide or regional occupation report for more information about wages, employment outlooks, skills, training programs, related occupations, and more. Compensation

Salary:

Not Provided Job Requirements

Experience Required:

 See Job Summary

Education Required:

None

Minimum Age:

N/A Gender:

N/A