Lead Customer Service Rep

Sharecare; San Juan (PR); On-site; USD 30,000 - 40,000; Full time

Job summary

Sharecare is hiring for a Customer Service – Escalations position in San Juan, Puerto Rico. This role focuses on handling escalated customer concerns and providing Help Desk support. You will work to resolve member inquiries efficiently and assist the Customer Service Manager in identifying team improvement opportunities.

The ideal candidate has a minimum of 2 years of customer service experience, technical acumen, and strong communication skills. Join us in making health management accessible for everyone.

Qualifications

• Minimum of 2 years of previous call center or customer service experience.
• GED or High School diploma supplemented by technical medical knowledge.

Responsibilities

• Handle escalated member concerns as part of the Customer Service team.
• Provide Help Desk support for customer service inquiries.
• Assist in identifying training opportunities for team improvement.

Skills

Customer service orientation

Analytic skills

Technical acumen

Leadership

Excellent verbal and written communication skills

Education

High School diploma or GED

Technical medical knowledge or related coursework

Tools

Word processing software

Spreadsheet software

Database management software

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.