Customer Service Representative

About the Company

Sharecare is a premier digital health organization focused on revolutionizing how people manage their health and wellness. Through an extensive, data-informed virtual health platform, Sharecare equips individuals, healthcare professionals, employers, insurance plans, government agencies, and communities to enhance health outcomes and encourage positive behavioral shifts. Rooted in a philosophy of collective improvement, the company is dedicated to making superior healthcare more accessible and affordable. Leveraging innovative technology paired with a patient-centered approach, Sharecare aims to uplift health results at individual and population levels.

Role Overview

We are looking for a committed and courteous Customer Service Representative (CSR) to become part of our energetic team. This position serves as a crucial first touchpoint for members and providers, managing inbound communications with professionalism. Key responsibilities include addressing queries, resolving issues promptly, and communicating detailed information about Sharecare's products and services. The CSR will leverage computerized tracking systems to log calls, collect details, troubleshoot challenges, and document interactions precisely. This role demands strong communication, problem-solving capabilities, and a customer-centric mindset to maintain superior satisfaction levels and support the mission of accessible healthcare. Success in this role requires adaptability and dedication to consistently high-quality service in a rapidly evolving setting.

Responsibilities

• Respond to inbound calls from members and providers courteously and professionally
• Assess, prioritize, and understand the needs, questions, and concerns of callers
• Develop and execute solutions to address issues quickly and effectively
• Restore and maintain customer satisfaction through empathetic communication and resolution techniques
• Accurately document all interactions utilizing computerized tracking tools
• Proactively inform callers about Sharecare’s programs, services, and advantages
• Escalate complex matters to specialized internal teams and monitor resolution progress
• Strive to meet or surpass established call center performance targets, including attendance and quality standards
• Build rapport by tailoring communication styles to caller requirements
• Provide support and solutions aligned with caller needs

Qualifications

• High School Diploma or equivalent educational background
• Previous exposure to customer service roles is advantageous
• Excellent verbal and interpersonal communication skills
• Ability to manage multiple tasks simultaneously with efficiency
• Fundamental knowledge of Microsoft Word and Outlook
• Proficient computer keyboarding and internet navigation abilities
• Team-oriented with capability to collaborate effectively
• Ability to adapt swiftly within a fast-paced and growing organizational environment

Benefits

• Competitive remuneration and performance-related bonuses
• Comprehensive healthcare packages including medical, dental, and vision coverage
• Paid leave encompassing vacation and holidays
• Opportunities for career advancement and professional learning
• Inclusive and supportive workplace culture
• Flexible work options where applicable

Equal Opportunity Statement

Sharecare and its subsidiaries strongly emphasize diversity and inclusion within the workplace. As proud Equal Opportunity Employers and E-Verify participants, we ensure all qualified candidates receive fair consideration for employment without discrimination based on race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, or any other legally protected attribute. We foster an environment where every individual is respected and empowered to contribute their best capabilities.