Customer Service Representative- Remote

Sharecare is hiring a Customer Service Representative to work remotely. The role is answering inbound calls and emails from members and providers, documenting each contact, and helping callers get accurate information about Sharecare programs and services. It suits someone who can stay courteous and professional on the phone, follow set procedures, and still adjust when a call does not fit the standard script.

Sharecare describes itself as a digital health company whose virtual health platform is used by people, providers, employers, health plans, government organizations, and communities. The listing was originally posted on Himalayas.

What you will do

• Identify, evaluate, and prioritize caller needs, questions, and concerns.
• Formulate plans of resolution and respond appropriately and efficiently.
• Maintain and restore customer satisfaction, partnering with other teams as needed.
• Perform problem analysis and problem determination, and recommend resolutions to callers according to standard protocol.
• Proactively educate callers on program benefits.
• Meet or exceed established call center metrics, attendance standards, and quality levels.
• Use computer tools to accurately process and document information.
• Develop rapport with callers and adjust your communication style as needed.
• Provide accurate information about Sharecare programs and services.
• Escalate issues internally and follow up on escalated issues.

Calls are mostly routine, but the work can require deviating from standard screens, scripts, and procedures. The representative uses a computerized system for tracking calls, gathering information, and troubleshooting, and may assess needs, explain programs, and suggest or promote alternative products or services.

What they are looking for

• High School Diploma.
• Prior experience in a customer service related field preferred.
• Great communication skills.
• Must be able to multi-task.
• General working knowledge of Microsoft Word and Outlook.
• Computer keyboard proficiency and internet navigation skills required.
• Ability to work effectively with others in a team environment.
• Ability to thrive in a fast-growing, always changing environment.

Other details

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.