Remote Escalations Specialist - Customer Care

Sharecare; Carson City (NV); Remote; USD 40,000 - 60,000; Full time

Job summary

Sharecare is a remote, full-time role focused on Customer Service Escalations. You will handle escalated member concerns, provide Help Desk support to the CSR team, and work across phone, chat, email, or fax to resolve issues.

You will research and respond within set timeframes, assist with training, and analyze escalation trends to drive root-cause resolution. Flexibility in hours and shifts is required.

Qualifications

• GED or HS diploma with technical medical knowledge or related coursework; college coursework desirable.
• Minimum of 2 years call center or customer service experience.
• Excellent verbal and written communication skills.
• Ability to work independently but also thrive in a team environment.

Responsibilities

• Handle escalated member concerns and provide Help Desk support.
• Research, respond, and resolve inquiries within defined timeframes.
• Support the customer service team by operating the Help Desk.
• Serve as a resource for CSR questions on escalated or technical issues.
• Keep members updated on steps to resolve unsettled concerns.
• Identify training opportunities with the manager to improve problem solving and first contact resolution.
• Identify trends in escalations and contribute to root-cause analysis.
• Assist with outbound campaigns and inbound calls as needed.
• Maintain flexibility in hours and shifts.

Skills

Customer service

Leadership

Analytical skills

Technical acumen

Communication

Teamwork

Attention to detail

Critical thinking

Interpersonal skills

Education

GED or High School diploma

Tools

Word processing

Spreadsheet

Database management

Job description

Sharecare is a remote, full-time role focused on Customer Service Escalations. You will handle escalated member concerns, provide Help Desk support to the CSR team, and work across phone, chat, email, or fax to resolve issues.

You will research and respond within set timeframes, assist with training, and analyze escalation trends to drive root-cause resolution. Flexibility in hours and shifts is required.