Customer Service Representative - Remote

Lensa; Raleigh (NC); Remote; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to join their remote team. In this role, you'll provide exceptional service by answering inbound calls and addressing customer inquiries with professionalism. You'll utilize computer systems to track communications and resolve issues effectively. Ideal candidates will have strong communication skills and the ability to thrive in a dynamic environment. This position offers a chance to be part of a mission-driven company focused on improving health outcomes for individuals and communities. If you're passionate about helping others, this opportunity is perfect for you.

Qualifications

• Prior experience in a customer service-related field preferred.
• Ability to thrive in a fast-growing, always-changing environment.

Responsibilities

• Answer inbound calls and provide high-level customer service.
• Identify and prioritize caller needs and formulate resolution plans.
• Educate callers on program benefits and maintain customer satisfaction.

Skills

Customer Service

Communication Skills

Multi-tasking

Microsoft Word

Microsoft Outlook

Problem Solving

Education

High School Diploma

Tools

Computer Systems

Job description

Customer Service Representative - Remote

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Job Description

Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary

The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly “routine”, but may require deviation from standard screens, scripts, and procedures. CSRs use a computerized system for tracking calls, information gathering, and troubleshooting, and may assess needs, explain programs, and suggest/promote alternative products or services.

Essential Job Functions

• Identify, evaluate, and prioritize caller needs, questions, and concerns.
• Formulate plans of resolution and respond appropriately and efficiently.
• Maintain and restore customer satisfaction and partner with other teams as needed.
• Perform problem analysis, problem determination, and recommend resolutions to the callers in accordance with standard protocol.
• Proactively educate callers on program benefits.
• Meet or exceed established call center metrics, attendance standards, and quality levels.
• Use computer tools to accurately process and document information.
• Develop rapport with callers and appropriately adjust communication style.
• Provide accurate information about Sharecare programs and services.
• Escalate issues internally and follow up on escalated issues.

Qualifications

• High School Diploma
• Prior experience in a customer service-related field preferred
• Great communication skills
• Must be able to multi-task
• General working knowledge of Microsoft Word & Outlook
• Computer keyboard proficiency and internet navigation skills required
• Ability to work effectively with others in a team environment
• Ability to thrive in a fast-growing, always-changing environment

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status, or other protected status under applicable law.