Customer Experience Representative I

What We’re Looking For:

Datavant’s Customer Experience Representative I supports Provider Exchange 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.

What You Will Do:

• 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 respective portal and product workflows.
• 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.

What Helps You Stand Out:

• 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.

What You Need to Succeed:

• 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.