Remote Escalations Specialist — Customer Support & Resolution

Sharecare; Salt Lake City (UT); Remote; USD 42,000 - 66,000; Full time

Job summary

Sharecare is seeking a Customer Service - Escalations specialist to handle escalated member concerns and support the Help Desk from a remote location. Under supervision of the Customer Service Manager, you will respond to member inquiries via phone, chat, email, or fax and provide timely resolutions.

You will collaborate with CSR teams to improve problem solving, track escalation trends, and assist with training opportunities to raise first call resolution and overall service levels.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses. College course work is desirable.
• 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

Call center

Communication

Problem solving

Technical acumen

Education

GED or High School diploma

Tools

Help Desk software

Job description

Sharecare is seeking a Customer Service - Escalations specialist to handle escalated member concerns and support the Help Desk from a remote location. Under supervision of the Customer Service Manager, you will respond to member inquiries via phone, chat, email, or fax and provide timely resolutions.

You will collaborate with CSR teams to improve problem solving, track escalation trends, and assist with training opportunities to raise first call resolution and overall service levels.