Remote Escalations Specialist — Customer Care Leader

Sharecare; Jackson (MS); Remote; USD 42,000 - 54,000; Full time

Job summary

Sharecare is seeking a Remote, full-time Customer Service - Escalations team member. The role focuses on handling escalated member concerns, researching inquiries, and providing timely resolutions via phone, chat, email or fax.

You will support the Customer Service team, serve as a resource for escalated or technical issues, and keep members informed of progress while contributing to process improvements and training opportunities.

Qualifications

• GED or high school diploma with medical knowledge and basic computer courses.
• College coursework desirable.

Responsibilities

• Handle escalated member concerns via phone, chat, email, or fax.
• Provide Help Desk support for the Customer Service Team.
• Research and resolve member inquiries within the specified timeframe.
• Serve as a resource for CSR questions on escalated or technical issues.
• Keep members updated on steps being taken to resolve issues.
• Identify training opportunities with the Customer Service Manager.
• Identify trends in escalations for root-cause analysis.
• Support contract performance and inbound/outbound activities.
• Work flexible hours and shifts.

Skills

Customer service

Communication

Teamwork

Analytical skills

Problem solving

Education

GED or High School diploma

College coursework desirable

Job description

Sharecare is seeking a Remote, full-time Customer Service - Escalations team member. The role focuses on handling escalated member concerns, researching inquiries, and providing timely resolutions via phone, chat, email or fax.

You will support the Customer Service team, serve as a resource for escalated or technical issues, and keep members informed of progress while contributing to process improvements and training opportunities.