Lead Customer Service Representative - Somerville, MA (Hybrid/Remote)

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem. They are seeking a Lead Customer Service Representative to handle escalated member concerns and provide support for the customer service team while ensuring high-quality service and effective problem resolution.

Responsibilities:

• 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
• Minimum of 2 years previous call center or customer service experience
• Local to Somerville, MA!
• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, and a customer service orientation
• Possessing analytic skills and a technical acumen; computer competencies should include: word processing, spreadsheet, and database management
• Ability to work independently but also thrive in a team environment built on information sharing
• Demonstrating interpersonal abilities used to build relationships that contribute to the team's success
• Displaying sound judgment and critical thinking skills
• Excellent verbal and written communication skills
• Detail oriented and well organized
• College course work is desirable