Lead Customer Service Representative - Remote

Responsibilities

• Handle escalated member concerns and provide Help Desk support for the Customer Service Team
• Research and resolve member inquiries submitted via phone, chat, email, or fax
• Serve as a resource for Customer Service Representatives regarding technical or escalated issues
• Partner with management to identify training opportunities to improve first call resolution
• Identify trends in escalations and prepare data for root cause analysis
• Support contract performance guarantees by answering inbound calls and assisting with outbound campaigns

Requirements

• Minimum of 2 years previous call center or customer service experience
• GED or High School diploma
• Technical medical knowledge or specialized computer courses
• Proficiency in word processing, spreadsheets, and database management
• Excellent verbal and written communication skills

About the Company

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.