Remote Escalations Specialist - CSR Support & Resolution

Sharecare; Denver (CO); Remote; USD 42,000 - 64,000; Full time

Job summary

Sharecare, a remote-friendly digital health company, seeks a Customer Service Escalations Specialist. You will handle escalated member concerns and provide Help Desk support, research inquiries via multiple channels, and keep members updated on progress.

The role requires 2+ years in call center or customer service, plus strong communication and problem-solving skills. This full-time position offers flexible hours, remote work options in the US, and opportunities to collaborate with management

Qualifications

• GED or High School diploma with medical knowledge or related courses.
• Minimum of 2 years' call center or customer service experience.
• Experience supporting escalated inquiries and documentation.

Responsibilities

• Handle escalated member concerns and provide Help Desk support.
• Research, respond, and resolve inquiries via phone, chat, email, or fax within the required timeframe.
• Support the customer service team through operation of the Help Desk.
• Assist CSR team with escalated or technical issue questions.
• Be a reliable point of contact for members and keep them updated on progress.
• Partner with the Customer Service Manager to identify training opportunities.
• Identify trends in escalations and help with root-cause analysis.
• Support contract performance guarantees and assist with inbound/outbound tasks.
• Ability to work flexible hours and shifts.

Skills

Customer service

Analytical skills

Communication skills

Team collaboration

Education

GED or High School diploma

Tools

Word processing (MS Word)

Spreadsheet (MS Excel)

Database basics

Job description

Sharecare, a remote-friendly digital health company, seeks a Customer Service Escalations Specialist. You will handle escalated member concerns and provide Help Desk support, research inquiries via multiple channels, and keep members updated on progress.

The role requires 2+ years in call center or customer service, plus strong communication and problem-solving skills. This full-time position offers flexible hours, remote work options in the US, and opportunities to collaborate with management