Customer Service Specialist - Full Time - Remote

About the Opportunity

This role is for Datavant, a healthcare data collaboration platform focused on making health information secure, easy to access, and useful. The company supports providers, health plans, researchers, and life sciences organizations, and its work ranges from handling individual medical record requests to enabling advanced healthcare data applications. You would join a collaborative team working on meaningful change in healthcare.

Resonance CX Partners is not a staffing agency or recruiter. It identifies and verifies customer-focused roles directly from hiring organizations and shares validated opportunities for professionals whose values align with the work.

Role Summary

The Customer Service Specialist serves as the initial point of contact for Ontellus clients, supporting them through phone, email, and chat in Salesforce. The position calls for strong judgment, calm and empathetic communication, and the ability to handle difficult conversations while staying aligned with company standards and values.

Key Duties

• Support customers across phone, email, and chat through Salesforce, responding quickly and accurately while working toward or beyond performance targets.
• Communicate in a clear, respectful, and professional manner with both customers and internal teammates.
• Partner with coworkers to exchange knowledge, resolve issues, and improve the quality of service.
• Use patience and empathy to calm tense interactions and help move conversations toward workable outcomes.
• Recognize when a case needs to be routed to another team or a higher support level and follow the proper process.
• Look for suitable chances to cross-sell or upsell services when they match customer needs.
• Maintain a high level of accuracy and care in every customer interaction.
• Organize work effectively, manage priorities, and complete assigned tasks with limited supervision.
• Show behavior that reflects company culture and policies while contributing to a positive and supportive environment.
• Use Microsoft 365, Salesforce, RingCentral, and remote desktop tools to carry out daily responsibilities efficiently.
• Handle protected health information in line with HIPAA and company confidentiality requirements.
• Perform other duties as assigned.

Qualifications

• A high school diploma or equivalent is required; a bachelor’s degree is preferred.
• Prior experience in customer service or customer support is expected, ideally in a service-oriented environment such as legal or healthcare.
• Hands-on familiarity with Salesforce, Microsoft 365, and remote desktop tools is strongly preferred.
• Experience in the legal or medical sector is beneficial but not mandatory.

Skills Needed

• Clear written and verbal communication
• Empathy and customer handling
• Critical thinking and problem solving
• Conflict de-escalation
• Time management and prioritization
• Salesforce proficiency
• Microsoft 365 proficiency
• Remote desktop tools usage
• Cross-selling and upselling awareness
• Attention to detail
• HIPAA and confidentiality compliance

Compliance and Work Conditions

This position includes access to systems used to process records requests and therefore requires strict observance of HIPAA privacy rules and company policies related to protected health information.

The role can be performed in a standard office or home office environment with standard equipment. It requires the ability to read screens and printed material, hear and speak clearly for communication, and sit or stand for long periods. Occasional reaching and grasping are also part of the work environment.