Customer Service Representative

Customer Service Representative –Remote

location

Remote

Full time

Job Description:

Sharecare is the leading digital health company that helps people no matter where they are in their health journey unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone.

Job Summary:
The Customer Service Representative (CSR) handles calls and provides a high level of customer service always extending courtesy and professionalism. The CSR addresses inquiries, resolves issues, and assists with patient and/or client related concerns while effectively recording communications accurately and consistently. Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs, and suggest/promote alternative products or services.

*This is a remote position and can be located anywhere within the United States.

Essential Functions:

  • Identify, evaluate, and prioritize callerneeds, questions, and concerns.
  • Formulate plans of resolution and respondappropriately and efficiently.
  • Maintain and restore customer satisfaction and partner with other teams as needed.
  • Perform problem analysis, problem determination and recommended resolutions to thecallers in accordance with standard protocol.
  • Proactively educate caller 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 appropriately adjust communication style.
  • Provide accurate information aboutSharecare programs and services.
  • Escalate issues internally and follow up on escalated issues.

Qualifications:

  • High School Diploma
  • Prior experience in a customerservice-relatedfield preferred
  • Great communication skills
  • Must be able to multi-task
  • General working knowledge of Microsoft Word &Outlook
  • Computer keyboard proficiencyand internet navigation skillsrequired
  • Have the ability towork effectively with others in a teamenvironment
  • Ability to thrive in a fast-growing always changingenvironment