Sr. Customer Service Representative - Remote

Sharecare; Salem (OR); Remote; USD 42,000 - 56,000; Full time

Job summary

Sharecare is a remote, full-time opportunity for a Customer Service - Escalations specialist. You will handle escalated member concerns, research and resolve inquiries via phone, chat, email, or fax, and support the Help Desk and CSR team.

Collaborate with management to identify training opportunities, monitor escalation trends, and provide timely updates to members. Minimum 2 years in a call center environment required.

Qualifications

• GED or High School diploma; 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 resolve member inquiries via phone, chat, email, or fax within the required timeframe.
• Support the customer service team by operating the Help Desk.
• Assist CSR team with questions related to escalated or technical issues.
• Keep members updated on steps taken to research and resolve concerns.
• Identify training opportunities with the manager to improve problem solving and first call resolution.
• Analyze escalations to identify root causes and trends.
• Assist with inbound/outbound calls as needed; flexible hours and shifts.

Skills

Customer service orientation

Communication skills

Team collaboration

Problem solving

Education

GED or High School diploma

Tools

MS Office Suite

CRM software

Job description

Remote

Full time

Job Description:

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com .

Essential Job Functions:

Under the supervision of the Customer Service Manager, the Customer Service - Escalations team member’s primary responsibilities include:

• 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 deemed necessary; answering inbound calls, assisting with outbound campaigns.

• Ability to work flexible hours and shifts.

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

Specific Skills/ Attributes:

• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, and a customer service orientation.

• Possessing analytic skills and a technical acumen; computer competencies should include: word processing, spreadsheet, and database management.

• Ability to work independently but also thrive in a team environment built on information sharing.

• Demonstrating interpersonal abilities used to build relationships that contribute to the team’s success.

• Displaying sound judgment and critical thinking skills.

• Excellent verbal and written communication skills.

• Detail oriented and well organized.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.

Everyone lives better, longer. That’s the vision. We’re making strides every day by bringing together the many different elements of health for you, your family, and your community. It’s not easy connecting doctors, health plans, employers, useful tools, quality information, and more to deliver what you need when you need it. But that’s what makes Sharecare special. We’re putting the power of living your healthiest life in your hands.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.

Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.