Remote Escalations Specialist - Customer Support

Sharecare; Columbus (OH); Remote; USD 42,000 - 54,000; Full time

Job summary

Sharecare is a digital healthcare company seeking a Customer Service - Escalations specialist to handle escalated member concerns and provide Help Desk support. You will research inquiries received via phone, chat, email or fax, and deliver timely resolutions while keeping members updated on progress.

The role expects collaboration with the Customer Service Manager to improve CSR problem solving and first contact resolution. Flexible hours and remote work options are available.

Qualifications

• Minimum of 2 years call center or customer service experience.
• Strong verbal and written communication skills.
• Ability to work with multiple levels of management.

Responsibilities

• Handle escalated member concerns and provide Help Desk support for the Customer Service team.
• Research and respond to member inquiries via phone, chat, email or fax and provide timely resolutions.
• Support the customer service team by operating the Help Desk and serving as a resource for CSR questions.
• Keep members informed on progress and steps taken to resolve unsettled concerns.
• Identify training opportunities with the Customer Service Manager to improve problem solving and first call resolution.
• Analyze escalation trends and prepare data for root cause analysis.

Job description

Sharecare is a digital healthcare company seeking a Customer Service - Escalations specialist to handle escalated member concerns and provide Help Desk support. You will research inquiries received via phone, chat, email or fax, and deliver timely resolutions while keeping members updated on progress.

The role expects collaboration with the Customer Service Manager to improve CSR problem solving and first contact resolution. Flexible hours and remote work options are available.