Lead Customer Service Representative - Remote

Job Description:

Essential JobFunctions: 

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 theappropriate timeframe, to member inquiriessubmitted via phone, chat, email, or fax.   

• Provide support for the customer service team through themanning and operation of the Help Desk.   

• Serving as a resource andassisting 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 toidentify 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 asdeemed 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 yearsprevious call center or customer service experience  

Specific Skills/ Attributes: 

• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, anda 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.