Customer Service Specialist - Full Time - Remote

Datavant is a data collaboration platform trusted for healthcare, dedicated to making health data secure and accessible. The Customer Service Specialist will assist customers via phone, email, and chat, ensuring a seamless experience while upholding company values and service standards.

Responsibilities:

• 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)
• Engage in clear, courteous, and professional communication with customers and colleagues to facilitate understanding and resolve inquiries efficiently
• Work closely with colleagues to share knowledge, identify solutions, and improve overall service quality
• Use patience and empathy to de-escalate difficult customer interactions and guide them toward positive solutions
• Recognize when issues need to be escalated to other departments or higher-level support, following established protocols to ensure a seamless customer experience
• Identify and capitalize on appropriate opportunities to cross-sell or upsell services that align with customers' needs and enhance their experience
• Ensure accuracy and attention to detail in all customer interactions to deliver quality work
• Efficiently manage time and prioritize tasks, following through on assignments with some supervision as needed
• Demonstrate alignment with company values, contributing to a positive, supportive, and growth-oriented environment. While adhering to company policy
• Utilize Microsoft 365, SalesForce, RingCentral, and remote desktops to perform duties efficiently and effectively
• Adhere to company policies regarding Protected Health Information (PHI) and HIPAA, maintaining strict confidentiality and compliance

Requirements:

• High school diploma or equivalent required
• Previous experience in a customer service or customer support role, ideally within a service-focused company (e.g., legal or medical sector)
• Strong communication skills, both written and verbal, with an emphasis on clarity and empathy
• Ability to think critically and make decisions in a fast-paced environment
• Familiarity with cross-selling and upselling in a customer service setting
• Attention to detail
• Time management skills
• Adhere to company culture & policy
• Compliance & confidentiality regarding Protected Health Information (PHI) and HIPAA
• Bachelor's degree preferred
• Experience with remote desktop tools, SalesForce, and Microsoft 365 is highly desirable
• Experience in the legal or medical fields is a plus, though not required