Taking applicationsVoice Support·Posted 1mo ago
Lead Customer Service Representative ‑ Remote
Sharecare
Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Specific countries
EnglishLead level
About the role
Remote lead customer service representative role at Sharecare focused on escalated member concerns and help desk support for the customer service team. It requires at least 2 years of call center or customer service experience and involves flexible hours and shifts.
What you'll do
- Handling escalated member concerns while providing Help Desk support for the Customer Service Team
- Researching, responding, and resolving member inquiries via phone, chat, email, or fax
- Manning and operating the Help Desk to support the customer service team
- Serving as a resource and assisting CSRs with escalated or technical issues
- Keeping members updated on steps to resolve concerns
- Partnering with the Customer Service Manager to identify training opportunities
- Identifying trends in escalations and preparing data for root cause analysis
- Answering inbound calls and assisting with outbound campaigns
What you'll need
- GED or High School diploma
- Minimum of 2 years previous call center or customer service experience
- Technical medical knowledge or specialized secretarial/computer courses desirable
- Ability to work flexible hours and shifts
- Excellent verbal and written communication skills
- Analytic skills and technical acumen
- Computer competencies including word processing, spreadsheet, and database management
- Ability to work independently and in a team environment
Skills
Escalations handlingHelp Desk supportPhone/chat/email/fax supportCustomer serviceTechnical acumenData analysisCommunicationProblem solving
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