Senior Customer Escalations Specialist - Remote

Sharecare; Montpelier (VT); Teletrabalho; USD 32 000 - 46 000; Tempo integral

Resumo da oferta

Sharecare is seeking a remote Full-time Customer Service - Escalations specialist to support the customer service team and handle escalated member concerns. You will research inquiries received via phone, chat, email, or fax and provide timely resolutions.

You will assist with Help Desk operations, serve as a resource for CSR colleagues, and help identify training opportunities to improve problem solving and first call resolution. Flex hours and shifts may be required.

Qualificações

• GED or High School diploma supplemented by technical medical knowledge or related courses.
• Minimum of 2 years previous call center or customer service experience.

Responsabilidades

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution 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 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 deemed necessary; answering inbound calls, assisting with outbound campaigns. Ability to work flexible hours and shifts.

Conhecimentos

Customer service

Call center experience

Communication

Technical aptitude

Formação académica

High School Diploma

Ferramentas

Word processing

Spreadsheet

Database management

Descrição da oferta de emprego

Sharecare is seeking a remote Full-time Customer Service - Escalations specialist to support the customer service team and handle escalated member concerns. You will research inquiries received via phone, chat, email, or fax and provide timely resolutions.

You will assist with Help Desk operations, serve as a resource for CSR colleagues, and help identify training opportunities to improve problem solving and first call resolution. Flex hours and shifts may be required.