Lead Customer Service Representative

Sharecare

Lead Customer Service Representative managing escalated member concerns and providing Help Desk support. Collaborating with the Customer Service team and identifying training opportunities for improved performance.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Handling escalated member concerns while also providing Help Desk support
Researching, responding, and providing a resolution to member inquiries
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 with questions related to escalated or technical issues
Partnering with the Customer Service Manager to identify training opportunities
Identifying trends in escalations and preparing data used to identify root cause analysis

Requirements

What you’ll need

GED or High School diploma supplemented by technical medical knowledge
Minimum of 2 years previous call center or customer service experience
Ability to work effectively with all levels of management
Possessing analytic skills and a technical acumen
Computer competencies should include word processing, spreadsheet, and database management
Excellent verbal and written communication skills

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data AnalysisTechnical Medical KnowledgeWord ProcessingSpreadsheet ManagementDatabase Management

Soft Skills

Problem SolvingTeam CollaborationInterpersonal Skills

Certifications

GEDHigh School Diploma