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. The Lead Customer Service Representative will handle escalated member concerns, provide Help Desk support, and assist the Customer Service Manager in improving service performance.

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