Remote Escalations Specialist – Customer Care

Sharecare; Dover (DE); Remote; EUR 35,000 - 57,000; Full time

Job summary

Sharecare is seeking a remote, full-time Customer Service - Escalations specialist to handle escalated member concerns and provide Help Desk support. You will research inquiries via phone, chat, email, or fax, and partner with the Customer Service Manager to drive resolution and training initiatives.

Ideal candidates bring at least 2 years in call center or customer service, solid communication skills, and the ability to work independently or in a team while adapting to flexible hours.

Qualifications

• GED or HS diploma with medical knowledge or related courses.
• Minimum 2 years in a call center or customer service role.
• Ability to work with all levels of management and lead when needed.
• Strong analytic skills and technical aptitude.
• Excellent verbal and written communication abilities.

Responsibilities

• Handle escalated member concerns and provide Help Desk support.
• Research, respond, and resolve inquiries via phone, chat, email, or fax.
• Support the Customer Service team through Help Desk operations.
• Assist CSR team with escalated or technical questions.
• Keep members updated on steps to resolve concerns.
• Identify training opportunities to improve problem solving and first-call resolution.
• Identify trends in escalations for root cause analysis.
• Support contract performance; answer calls and assist campaigns.
• Ability to work flexible hours and shifts.

Skills

Leadership

Analytical skills

Communication

Team collaboration

Problem solving

Interpersonal skills

Judgment & critical thinking

Computer proficiency

Education

HS diploma or GED

College coursework desirable

Tools

Word processing

Spreadsheets

Databases

Job description

Sharecare is seeking a remote, full-time Customer Service - Escalations specialist to handle escalated member concerns and provide Help Desk support. You will research inquiries via phone, chat, email, or fax, and partner with the Customer Service Manager to drive resolution and training initiatives.

Ideal candidates bring at least 2 years in call center or customer service, solid communication skills, and the ability to work independently or in a team while adapting to flexible hours.