Remote Escalations Specialist – Customer Support

Sharecare; Bismarck (ND); Remote; USD 42,000 - 64,000; Full time

Job summary

Sharecare is seeking a Customer Service - Escalations specialist to support members across channels from a remote location. You will handle escalations, research inquiries, and provide timely resolutions while supporting the CSR team and helping maintain service standards.

Under the Customer Service Manager, you will identify training opportunities, monitor escalation trends, and contribute to root cause analysis.

Qualifications

• GED or high school diploma with medical knowledge or related courses.
• Minimum 2 years of call center or customer service experience.

Responsibilities

• Handle escalated member concerns and provide Help Desk support.
• Research and respond to member inquiries via phone, chat, email, or fax with resolution within timeframe.
• Provide support for the customer service team through Help Desk operations.
• Serve as a resource for CSR with questions on escalated or technical issues.
• Maintain as a reliable point of contact for members, updating on progress.
• Identify training opportunities to improve problem solving and first call resolution.
• Identify trends in escalations and assist with root cause analysis.
• Support contract performance by answering inbound calls and assisting with outbound campaigns.
• Able to work flexible hours and shifts.

Skills

Customer service

Call center experience

Communication skills

Education

GED or High School diploma

Job description

Sharecare is seeking a Customer Service - Escalations specialist to support members across channels from a remote location. You will handle escalations, research inquiries, and provide timely resolutions while supporting the CSR team and helping maintain service standards.

Under the Customer Service Manager, you will identify training opportunities, monitor escalation trends, and contribute to root cause analysis.