Lead Customer Service Representative - Somerville, MA (Hybrid/Remote)

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com.

**This position begins as a fully on-site role at a medical facility in Somerville, MA and will transition to a hybrid work schedule. Candidates must be comfortable with both on-site and hybrid work arrangements.

Essential Job Functions: 

Under the supervision of the Customer Service Manager, the Customer Service - Escalations team member’s primary responsibilities include:  

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.   

• Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.   

• Provide support for the customer service team through the manning and operation of the Help Desk.   

• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.   

• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.   

• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.   

• Identifying trends in escalations and preparing data used to identify root cause analysis.   

• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.   

• Ability to work flexible hours and shifts.   

Qualifications: 

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.  College course work is desirable.  

• Minimum of 2 years previous call center or customer service experience  

• Local to Somerville, MA!

Specific Skills/ Attributes: 

• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, and a customer service orientation.    

• Possessing analytic skills and a technical acumen; computer competencies should include: word processing, spreadsheet, and database management.   

• Ability to work independently but also thrive in a team environment built on information sharing.   

• Demonstrating interpersonal abilities used to build relationships that contribute to the team’s success.   

• Displaying sound judgment and critical thinking skills.  

• Excellent verbal and written communication skills.  

• Detail oriented and well organized.   

Compensation:

• $25.00/hour

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.