Remote Escalations Specialist — Customer Care Leader

Sharecare; Indianapolis (IN); Remote; USD 38,000 - 52,000; Full time

Job summary

Sharecare is a digital healthcare company delivering software and tech-enabled services to improve care quality and lower costs. The Customer Service - Escalations role, under the supervision of the Customer Service Manager, handles escalated member concerns and provides Help Desk support to the Customer Service Team.

Responsibilities include researching inquiries, communicating resolutions via phone, chat, email or fax, and assisting with training and data-driven root cause analysis.

Qualifications

• Minimum of 2 years previous call center or customer service experience.
• GED or High School diploma with relevant technical knowledge.
• Excellent verbal and written communication skills.

Responsibilities

• Handle escalated member concerns and provide Help Desk support.
• Research, respond, and resolve inquiries via phone, chat, email, or fax within required timeframes.
• Support CSR team by assisting with escalated or technical issues.
• Keep members updated on steps taken to resolve unsettled concerns.
• Identify training opportunities to improve problem solving and first call resolution.
• Identify trends and assist with root cause analysis.

Skills

Customer service

Call center

Analytical skills

Technical acumen

Written communication

Verbal communication

Team collaboration

Education

GED or High School diploma

Technical medical knowledge

College coursework desirable

Tools

Word processing

Spreadsheet

Database management

Job description

Sharecare is a digital healthcare company delivering software and tech-enabled services to improve care quality and lower costs. The Customer Service - Escalations role, under the supervision of the Customer Service Manager, handles escalated member concerns and provides Help Desk support to the Customer Service Team.

Responsibilities include researching inquiries, communicating resolutions via phone, chat, email or fax, and assisting with training and data-driven root cause analysis.