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 friendly, professional customer support.

• Address customer service inquiries and issues through phone and email.

• Accurately and consistently document communications.

• Utilize computerized systems for call tracking, information collection, and problem-solving.

• Evaluate needs, clarify programs, and recommend or promote alternative products or services.

• Identify, assess, and prioritize caller needs, questions, and concerns.

• Efficiently develop and convey resolution strategies.

• Maintain and enhance customer satisfaction.

• Collaborate with other teams as necessary.

• Conduct problem analysis and offer recommendations for resolutions based on standard protocols.

• Proactively inform callers about program advantages.

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

• Accurately process and document information using computer tools.

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

• Provide precise information regarding Sharecare programs and services.

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

⛳️ Requirements

• High School Diploma.

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

• Excellent communication skills.

• Ability to handle multiple tasks simultaneously.

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

• Familiarity with HIPAA regulations is preferred.

• Basic working knowledge of Microsoft Word & Outlook.

• Proficiency in computer keyboard skills and internet navigation is necessary.

• Capability to work effectively in a team-oriented environment.

• Ability to thrive in a rapidly growing and constantly changing environment.

• Bilingual in Spanish and English is preferred.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment that values teamwork and collaboration.