Sharecare

Lead Customer Service Representative

Sharecare

full-time

Posted on:

Location Type: Office

Location: Somerville • Massachusetts • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $25 per hour

Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical medical knowledgecomputer coursesroot cause analysis
Soft Skills
problem solvingcommunicationreliabilityteam supportflexibility
Certifications
GEDHigh School diploma