Customer Service Representative

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

📋 Description

• Respond to inbound calls from both members and providers.

• Enter data while delivering exceptional customer service with professionalism and courtesy.

• Manage customer service inquiries and issues through telephone and email communications.

• Accurately and consistently document communications.

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

• Assess caller needs, explain available programs, and propose or promote 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, collaborating with other teams as necessary.

• Conduct problem analysis and determine recommended solutions following standard protocols.

• Educate callers proactively about program benefits.

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

• Employ computer tools to accurately process and document information.

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

• Provide precise information regarding Sharecare programs and services.

• Escalate internal issues and ensure follow-up on escalated concerns.

⛳️ Requirements

• High School Diploma.

• Previous experience in a customer service-related role is preferred.

• Excellent communication skills.

• Ability to manage multiple tasks simultaneously.

• Experience with medical records and knowledge of essential elements of a valid ROI request.

• Familiarity with HIPAA regulations is preferred.

• General proficiency in Microsoft Word and Outlook.

• Required keyboard proficiency and internet navigation skills.

• Capability to work effectively within a team environment.

• Ability to excel in a fast-paced and ever-changing environment.

• Bilingual in Spanish and English is preferred.

🏝️ Benefits

• Equal Opportunity Employer protections.

• E-Verify user.