Customer Service Representative

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

📋 Description

• The Customer Service Representative (CSR) is responsible for answering incoming calls from members and providers, entering data, and consistently delivering exceptional customer service while demonstrating courtesy and professionalism.

• The CSR addresses inbound customer service inquiries and issues through telephone and email, ensuring accurate and consistent documentation of communications.

• While the majority of calls are “routine,” there may be occasions that necessitate deviations from standard screens, scripts, and procedures.

• CSRs utilize a computerized system to track calls, gather information, and troubleshoot, while also assessing needs, explaining programs, and suggesting or promoting alternative products or services.

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

• Develop resolution plans and respond in a timely and appropriate manner.

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

• Conduct problem analysis, determine issues, and provide recommended solutions to callers in line with established protocols.

• Proactively inform callers about program benefits.

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

• Utilize computer tools to accurately process and document information.

• Build rapport with callers and adjust communication styles as necessary.

• Provide precise information regarding Sharecare programs and services.

• Escalate issues internally and follow up on any escalated matters.

⛳️ Requirements

• High School Diploma

• Previous experience in a customer service role is preferred

• Excellent communication skills

• Ability to handle multiple tasks simultaneously

• Must possess medical records experience and knowledge of essential elements of a valid ROI request

• Familiarity with HIPAA regulations is preferred

• General working knowledge of Microsoft Word and Outlook

• Proficiency in computer keyboarding and internet navigation skills is required

• Ability to work effectively in a team environment

• Capability to thrive in a rapidly growing and constantly changing environment

• Bilingual in Spanish and English is preferred

🏝️ Benefits

• Equal Opportunity Employers

• E-Verify users