Customer Service Representative

Sharecare is a digital healthcare company. The Customer Service Representative handles inbound calls and emails from members and providers, resolves inquiries, records communications, and provides information about programs and services. ResponsibilitiesIdentify, evaluate and prioritize caller needs, questions and concernsFormulate plans of resolution and respond appropriately and efficientlyMaintain and restore customer satisfaction and partner with other teams as neededPerform problem analysis, problem determination and recommended resolutions to the callers in accordance with standard protocolProactively educate caller on program benefitsMeet or exceed established call center metrics, attendance standards and quality levelsUse computer tools to accurately process and document informationDevelop rapport with callers and appropriately adjust communication styleProvide accurate information about Sharecare programs and servicesEscalate issues internally and follow up on escalated issues