Remote Escalations Specialist: Customer Support

Sharecare; Santa Fe (NM); Remote; USD 36,000 - 48,000; Full time

Job summary

Sharecare is a digital healthcare company delivering software and services to improve care quality and outcomes. We seek a Customer Service - Escalations team member to handle escalated member concerns, respond to inquiries via multiple channels, and support the Help Desk.

The role requires at least a GED or HS diploma and 2 years in customer service. Working remotely, you will collaborate with CSR teams, identify training needs, analyze escalation trends, and help ensure timely resolutions

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.
• 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

Customer service

Analytical skills

Technical acumen

Communication

Team collaboration

Education

GED or High School diploma with technical/secretarial courses

College coursework desirable

Job description

Sharecare is a digital healthcare company delivering software and services to improve care quality and outcomes. We seek a Customer Service - Escalations team member to handle escalated member concerns, respond to inquiries via multiple channels, and support the Help Desk.

The role requires at least a GED or HS diploma and 2 years in customer service. Working remotely, you will collaborate with CSR teams, identify training needs, analyze escalation trends, and help ensure timely resolutions