Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls from members and providers.

• Enter data and deliver exceptional customer service with professionalism and courtesy.

• Address inbound inquiries and issues from customers via phone and email.

• Accurately and consistently document communications.

• Utilize computerized systems for tracking calls, gathering information, and troubleshooting.

• Assess customer needs, explain available programs, and recommend alternative products or services.

• Identify, evaluate, and prioritize the needs, questions, and concerns of callers.

• Develop resolution plans and respond in an appropriate and efficient manner.

• Maintain and enhance customer satisfaction while collaborating with other teams as necessary.

• Conduct problem analysis and provide recommendations for resolutions in accordance with standard protocols.

• Proactively inform callers about program benefits.

• Achieve or surpass call center metrics, attendance requirements, and quality standards.

• Utilize computer tools to accurately process and document information.

• Build rapport with callers and adapt communication styles as needed.

• Provide precise information regarding Sharecare programs and services.

• Escalate issues internally and ensure follow-up on escalated matters.

⛳️ Requirements

• High School Diploma is required.

• Previous experience in a customer service role is preferred.

• Excellent communication skills are essential.

• Ability to manage multiple tasks simultaneously.

• Experience with medical records and knowledge of the key components of a valid ROI request is necessary.

• Understanding of HIPAA regulations is preferred.

• Basic proficiency in Microsoft Word and Outlook is required.

• Competence in computer keyboard usage and internet navigation skills is required.

• Ability to collaborate effectively within a team environment.

• Capacity to succeed in a rapidly evolving and dynamic environment.

• Bilingual proficiency in Spanish and English is preferred.

🏝️ Benefits

• Competitive salary.

• Comprehensive health benefits.

• Opportunities for professional development.

• Flexible work environment.

• Supportive team culture.