Customer Service Specialist - Full Time - Remote

at Datavant in Boise, Idaho, United States

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the worlds 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 patients 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, youre stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.

What Were Looking For

The Customer Service Specialist assists customers via phone, email, and chat using SalesForce. They are the first line of support, helping to ensure a seamless experience for our Ontellus clients while upholding our companys values and service standards. This position requires strong critical-thinking skills, a professional and empathetic communication style, and the ability to manage challenging conversations while upholding our company values and service standards.

What You Will Do

+ Provide Excellent Customer Service: Assist customers via SalesForce across multiple communication channels (phone, email, and chat), ensuring their questions and concerns are addressed promptly and accurately while also meeting or exceeding key performance indicators (KPIs)

+ Effective Communication: Engage in clear, courteous, and professional communication with customers and colleagues to facilitate understanding and resolve inquiries efficiently.

+ Collaborate with Team Members: Work closely with colleagues to share knowledge, identify solutions, and improve overall service quality.

+ De-escalate Challenging Situations: Use patience and empathy to de-escalate difficult customer interactions and guide them toward positive solutions.

+ Escalate Cases When Necessary: Recognize when issues need to be escalated to other departments or higher-level support, following established protocols to ensure a seamless customer experience.

+ Cross-sell/Upsell Opportunities: Identify and capitalize on appropriate opportunities to cross-sell or upsell services that align with customers needs and enhance their experience.

+ Attention to Detail: Ensure accuracy and attention to detail in all customer interactions to deliver quality work.