Escalations Specialist — Remote Customer Support

Sharecare; Providence (RI); Remote; USD 45,000 - 65,000; Full time

Job summary

Sharecare is a digital healthcare company delivering software and tech-enabled services to improve care quality and reduce costs. This role sits in the Customer Service - Escalations team, handling escalated member concerns, researching inquiries, and partnering with the manager to improve CSR problem solving and first call resolution.

Under supervision of the Customer Service Manager, you will operate the Help Desk, assist with training opportunities, and provide timely responses across phone,

Qualifications

• GED or HS diploma with medical knowledge or related courses.
• Minimum of 2 years call center or customer service experience

Responsibilities

• Handle escalated member concerns and provide Help Desk support for Customer Service.
• Research, respond, and resolve member inquiries via phone, chat, email, or fax within agreed timelines.
• Support the customer service team by manning and operating the Help Desk.
• Assist CSR team with escalated or technical questions and act as a reliable point of contact.
• Keep members updated on steps to resolve unsettled concerns; identify training opportunities with the manager.
• Identify trends in escalations and assist with root cause analysis.

Skills

Leadership

Analytical skills

Customer service

Communication

Teamwork

Education

GED/High School Diploma

Job description

Sharecare is a digital healthcare company delivering software and tech-enabled services to improve care quality and reduce costs. This role sits in the Customer Service - Escalations team, handling escalated member concerns, researching inquiries, and partnering with the manager to improve CSR problem solving and first call resolution.

Under supervision of the Customer Service Manager, you will operate the Help Desk, assist with training opportunities, and provide timely responses across phone,