Remote Escalations Specialist - Customer Support

Sharecare; Little Rock (AR); Remote; USD 42,000 - 60,000; Full time

Job summary

Sharecare is seeking a Customer Service - Escalations specialist to handle elevated member concerns while supporting the Help Desk and CSR team. You will research inquiries, provide timely resolutions, and keep members informed of progress.

The role requires 2+ years in a call center or customer service setting, strong communication, and the ability to work flexible hours in a remote environment with Sharecare.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge; college coursework desirable.
• Minimum of 2 years call center or customer service experience.

Responsibilities

• Handle escalated member concerns and provide Help Desk support for the Customer Service Team.
• Research, respond to, and resolve member inquiries via phone, chat, email, or fax within the appropriate timeframe.
• Support the customer service team through manning and operating the Help Desk.
• Serve as a resource for CSR with questions related to escalated or technical issues.
• Keep members updated on steps to resolve unsettled concerns.
• Identify training opportunities with the Customer Service Manager to improve problem solving and first contact resolution.
• Identify trends in escalations and prepare data for root cause analysis.
• Support contract performance guarantees by performing other duties; answer inbound calls and assist with outbound campaigns.
• Ability to work flexible hours and shifts.

Skills

Leadership

Analytical skills

Interpersonal skills

Communication (verbal & written)

Detail oriented

Education

GED or HS diploma with technical medical knowledge

Tools

Word processing

Spreadsheet

Database management

Job description

Sharecare is seeking a Customer Service - Escalations specialist to handle elevated member concerns while supporting the Help Desk and CSR team. You will research inquiries, provide timely resolutions, and keep members informed of progress.

The role requires 2+ years in a call center or customer service setting, strong communication, and the ability to work flexible hours in a remote environment with Sharecare.