Remote Escalations Specialist — CSR Help Desk & Insights

Sharecare; Pierre (SD); Remote; USD 48,000 - 62,000; Full time

Job summary

Sharecare is seeking a Remote Customer Service - Escalations specialist to join our team. You will handle escalated member concerns, provide help desk support, and work closely with CSR staff to resolve inquiries via phone, chat, email, or fax.

You will research and deliver timely resolutions, communicate progress to members, and help identify training to improve first-call resolution and technical understanding.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge or secretarial courses.
• Minimum of 2 years call center or customer service experience.
• Able to work with all management levels and demonstrate strong communication.

Responsibilities

• Handle escalated member concerns and provide Help Desk support to the CSR team.
• Research, respond, and resolve member inquiries via phone, chat, email, or fax within expected timeframes.
• Support the customer service team by operating the Help Desk during shifts.
• Assist CSR staff with escalated or technical questions and issues.
• Keep members informed on steps taken to resolve unsettled concerns.
• Identify training opportunities to improve problem solving and first call resolution.
• Analyze escalation trends and prepare data for root-cause analysis.
• Support contract performance guarantees; answer inbound calls and assist with outbound campaigns.
• Adapt to flexible hours and shifts.

Skills

Customer service

Communication

Analytical skills

Computer literacy

Education

GED or High School diploma

Job description

Sharecare is seeking a Remote Customer Service - Escalations specialist to join our team. You will handle escalated member concerns, provide help desk support, and work closely with CSR staff to resolve inquiries via phone, chat, email, or fax.

You will research and deliver timely resolutions, communicate progress to members, and help identify training to improve first-call resolution and technical understanding.