Customer Service Representative - Remote

Position Overview

Sharecare is the leading digital health company dedicated to unifying and managing all aspects of personal health. Their comprehensive, data‐driven virtual health platform supports individuals, providers, employers, and communities in optimizing well‐being. The Customer Service Representative (CSR) is responsible for answering inbound calls and emails from members and providers, documenting interactions accurately, and ensuring exceptional customer service at all times. This is a remote position and can be located anywhere within the United States.

Key Responsibilities

• Identify, evaluate, and prioritize caller needs, questions, and concerns.
• Formulate resolution plans and respond appropriately and efficiently.
• Maintain and restore customer satisfaction while collaborating with other teams as needed.
• Perform problem analysis, determination, and recommend resolutions according to standard protocols.
• Proactively educate callers on program benefits.
• Meet or exceed established call center metrics, attendance standards, and quality levels.
• Use computer tools to accurately process and document information.
• Develop rapport with callers and adjust communication style as appropriate.
• Provide accurate information about Sharecare programs and services.
• Escalate issues internally and follow up on escalated issues.

Required Qualifications

• High School Diploma
• Prior experience in a customer service-related field preferred
• Great communication skills
• Must be able to multi-task
• General working knowledge of Microsoft Word & Outlook
• Computer keyboard proficiency and internet navigation skills required
• Ability to work effectively with others in a team environment
• Ability to thrive in a fast-growing, ever-changing environment