Lead Customer Service Representative - Remote

**Job Description:** 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.**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 **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 we