Remote Escalations Specialist - Customer Support

Sharecare; Salem (OR); Remote; USD 42,000 - 56,000; Full time

Job summary

Sharecare is a remote, full-time opportunity for a Customer Service - Escalations specialist. You will handle escalated member concerns, research and resolve inquiries via phone, chat, email, or fax, and support the Help Desk and CSR team.

Collaborate with management to identify training opportunities, monitor escalation trends, and provide timely updates to members. Minimum 2 years in a call center environment required.

Qualifications

• GED or High School diploma; college coursework desirable.
• Minimum of 2 years previous call center or customer service experience.

Responsibilities

• Handle escalated member concerns and provide Help Desk support for the Customer Service Team.
• Research, respond, and resolve member inquiries via phone, chat, email, or fax within the required timeframe.
• Support the customer service team by operating the Help Desk.
• Assist CSR team with questions related to escalated or technical issues.
• Keep members updated on steps taken to research and resolve concerns.
• Identify training opportunities with the manager to improve problem solving and first call resolution.
• Analyze escalations to identify root causes and trends.
• Assist with inbound/outbound calls as needed; flexible hours and shifts.

Skills

Customer service orientation

Communication skills

Team collaboration

Problem solving

Education

GED or High School diploma

Tools

MS Office Suite

CRM software

Job description

Sharecare is a remote, full-time opportunity for a Customer Service - Escalations specialist. You will handle escalated member concerns, research and resolve inquiries via phone, chat, email, or fax, and support the Help Desk and CSR team.

Collaborate with management to identify training opportunities, monitor escalation trends, and provide timely updates to members. Minimum 2 years in a call center environment required.