Remote Escalations Specialist - Customer Support

Sharecare; Topeka (KS); Remote; USD 21,000 - 30,000; Full time

Job summary

Sharecare is seeking a Customer Service - Escalations specialist to handle escalated member concerns and support the Help Desk. You will research inquiries submitted by phone, chat, email, or fax and provide timely resolutions while keeping members informed.

You will collaborate with the Customer Service Manager to train the team, identify escalation trends, and contribute to root cause analysis. The role supports flexible hours and remote work, with a focus on improving first contact resolution

Qualifications

• GED or High School diploma with medical knowledge or related secretarial/computer courses.
• Minimum of 2 years previous call center or customer service experience

Responsibilities

• Handle escalated member concerns and assist Help Desk for the Customer Service Team.
• Research and resolve member inquiries via phone, chat, email, or fax within timeframes.
• Support the Help Desk operations and assist CSR team with escalations.
• Act as a resource for CSR questions on escalated or technical issues.
• Keep members updated on progress toward resolution.
• Partner with the manager on training to improve problem solving and first call resolution.
• Identify escalation trends and assist with root cause analysis.
• Support contract performance by handling inbound/outbound calls as needed.
• Flexibility to work varied hours and shifts.

Skills

Customer service

Communication

Problem solving

Teamwork

Analytical thinking

Education

GED/HS diploma with medical knowledge or related courses

Tools

Word processing

Spreadsheet

Database management

Job description

Sharecare is seeking a Customer Service - Escalations specialist to handle escalated member concerns and support the Help Desk. You will research inquiries submitted by phone, chat, email, or fax and provide timely resolutions while keeping members informed.

You will collaborate with the Customer Service Manager to train the team, identify escalation trends, and contribute to root cause analysis. The role supports flexible hours and remote work, with a focus on improving first contact resolution