Lead Customer Service Rep

Sharecare; Hartford (CT); On-site; USD 35,000 - 50,000; Full time

Job summary

Sharecare is seeking a Customer Service – Escalations team member in Hartford, Connecticut. This role involves handling escalated member concerns while providing support to the Customer Service Team. Candidates should possess a minimum of 2 years of experience in call center or customer service, along with analytic skills and a strong customer service orientation.

The ideal candidate is detail-oriented, organized, and able to work independently as well as part of a team. Sharecare is committed to supporting high-quality care for everyone and values a diverse workforce.

Qualifications

• Minimum of 2 years previous call center or customer service experience.
• College coursework is desirable.

Responsibilities

• Handle escalated member concerns while providing Help Desk support.
• Research, respond, and provide resolution to member inquiries.
• Provide support for the customer service team through Help Desk operation.
• Assist Customer Service Representatives with escalated or technical issues.
• Keep members updated on resolution steps for their concerns.
• Identify training opportunities that improve CSR problem-solving.
• Prepare data for root cause analysis based on escalations.

Skills

Customer service orientation

Leadership

Analytic skills

Technical acumen

Verbal communication

Written communication

Detail oriented

Education

GED or High School diploma

Technical medical knowledge

Tools

Word processing

Spreadsheet management

Database management

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

Essential Job Functions

• Under the supervision of the Customer Service Manager, the Customer Service – Escalations team member’s primary responsibilities include handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.
• Provide support for the customer service team through the manning and operation of the Help Desk.
• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem‑solving steps, technical understanding, and first call resolution.
• Identifying trends in escalations and preparing data used to identify root cause analysis.
• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.
• Ability to work flexible hours and shifts.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses. College coursework is desirable.
• Minimum of 2 years previous call center or customer service experience.

Specific Skills / Attributes

• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, and a customer service orientation.
• Possessing analytic skills and a technical acumen; computer competencies should include: word processing, spreadsheet, and database management.
• Ability to work independently but also thrive in a team environment built on information sharing.
• Demonstrating interpersonal abilities used to build relationships that contribute to the team’s success.
• Displaying sound judgment and critical thinking skills.
• Excellent verbal and written communication skills.
• Detail oriented and well organized.

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, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.