Remote Escalations Specialist - Customer Service Leader

Sharecare; Springfield (IL); Remote; USD 42,000 - 54,000; Full time

Job summary

Sharecare is seeking a Customer Service - Escalations team member to handle escalated member concerns and provide Help Desk support for the Customer Service Team. You will research and resolve inquiries via phone, chat, email, or fax, and keep members informed.

Partner with the Customer Service Manager to identify training opportunities, analyze escalation trends for root cause, and support performance goals. Flexible hours and shifts are required.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses. College course work is desirable.
• Minimum of 2 years previous call center or customer service experience

Responsibilities

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.
• Provide support for the customer service team through the manning and operation of the Help Desk.
• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.
• Identifying trends in escalations and preparing data used to identify root cause analysis.
• Supporting contract performance guarantees by performing other duties as deemednecessary; answering inbound calls, assisting with outbound campaigns.
• Ability to work flexible hours and shifts.

Skills

Leadership

Analytical skills

Technical acumen

Word processing

Spreadsheets

Database management

Independent worker

Interpersonal skills

Communication skills

Detail oriented

Education

GED or High School diploma

College coursework desirable

Job description

Sharecare is seeking a Customer Service - Escalations team member to handle escalated member concerns and provide Help Desk support for the Customer Service Team. You will research and resolve inquiries via phone, chat, email, or fax, and keep members informed.

Partner with the Customer Service Manager to identify training opportunities, analyze escalation trends for root cause, and support performance goals. Flexible hours and shifts are required.