Customer Escalations Specialist - Help Desk & Insights

Sharecare; United States; À distance; USD 42 000 - 56 000; Plein temps

Résumé du poste

Sharecare is seeking a dedicated Customer Service Escalations team member to handle escalated member concerns and provide Help Desk support to the Customer Service Team. You will research inquiries received via phone, chat, email, or fax and deliver timely resolutions.

The role requires collaborating with the Manager to identify training opportunities and root-cause trends to improve service quality. Two years of call center or customer service experience is required, with a GED or high school

Qualifications

• High School diploma or GED with technical medical knowledge/secretarial courses; college coursework desirable.
• Minimum of 2 years of call center or customer service experience.

Responsabilités

• Handling escalated member concerns while providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution within the appropriate timeframe to member inquiries via phone, chat, email, or fax.
• Provide support for the customer service team through the Help Desk operations.
• Serve as a resource and assist CSR team with escalated/technical questions.
• Be a reliable point of contact for members by updating them on research and resolution steps.

Connaissances

Leadership

Analytical skills

Communication skills

Team collaboration

Judgment & critical thinking

Verbal & written communication

Detail-oriented

Formation

High School diploma or GED

Description du poste

Sharecare is seeking a dedicated Customer Service Escalations team member to handle escalated member concerns and provide Help Desk support to the Customer Service Team. You will research inquiries received via phone, chat, email, or fax and deliver timely resolutions.

The role requires collaborating with the Manager to identify training opportunities and root-cause trends to improve service quality. Two years of call center or customer service experience is required, with a GED or high school