Senior Escalations Specialist - Remote Customer Support

Sharecare; Helena (MT); Remote; USD 32,000 - 42,000; Full time

Job summary

Sharecare is a digital health company seeking a Customer Service - Escalations team member to handle escalated member concerns and provide Help Desk support. You will research, respond, and resolve inquiries received by phone, chat, email or fax.

The role involves assisting the CSR team, staying updated on issue status, and collaborating with leadership to improve problem solving and first contact resolution.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge or courses; 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 provide a resolution within the appropriate timeframe to member inquiries via phone, chat, email, or fax.
• Provide support for the customer service team through the manning and operation of the Help Desk.
• Serve as a resource and assist CSR team with questions related to escalated or technical issues.
• Be a reliable point of contact for members by keeping them updated on steps to resolve unsettled concerns.
• Partner with the Customer Service Manager to identify training opportunities improving CSR problem solving and first call resolution.
• Identify trends in escalations and prepare data for root cause analysis.
• Support contract performance guarantees by performing other duties; answer inbound calls and assist with outbound campaigns; flexible hours.

Job description

Sharecare is a digital health company seeking a Customer Service - Escalations team member to handle escalated member concerns and provide Help Desk support. You will research, respond, and resolve inquiries received by phone, chat, email or fax.

The role involves assisting the CSR team, staying updated on issue status, and collaborating with leadership to improve problem solving and first contact resolution.