Customer Service Representative- Remote

Sharecare, Inc.

Job Overview

Location

8 Locations

Job Type

Full-time

Full Job Description

📋 Description

• Answer inbound calls from members and providers regarding Sharecare programs and services, providing courteous and professional customer service at all times.
• Handle customer inquiries and resolve issues via telephone and email while accurately documenting all communications in the computerized tracking system.
• Identify, evaluate, and prioritize caller needs, questions, and concerns to determine appropriate resolution paths.
• Formulate and implement resolution plans in accordance with standard protocols, including deviations when necessary.
• Proactively educate callers on program benefits, services, and available alternatives to enhance their health journey.
• Maintain and restore customer satisfaction by addressing concerns promptly and partnering with internal teams as needed.
• Perform problem analysis and determination to diagnose issues and recommend solutions aligned with company guidelines.
• Meet or exceed established call center metrics including call volume, quality standards, and attendance requirements.
• Use computer tools to accurately input, update, and retrieve member and provider data in real time.
• Develop rapport with callers by adapting communication style to individual needs and maintaining a positive, empathetic tone.
• Escalate complex or unresolved issues to appropriate internal teams and follow up to ensure resolution.
• Participate in a rotating weekend schedule, including Saturday shifts from 8AM–4PM CST and potential Sunday shifts from 8AM–4PM CST.
• Work a Monday–Friday schedule between 6AM–8:30PM CST, with shifts assigned based on operational needs.
• Maintain compliance with all company procedures, data privacy standards, and quality assurance protocols.
• Demonstrate proficiency in using Microsoft Word and Outlook for daily tasks and communication.
• Navigate the internet and internal systems efficiently to access program information and support resources.
• Thrive in a fast-paced, ever-changing environment with evolving customer needs and operational demands.
• Collaborate effectively within a team setting to ensure seamless service delivery and consistent member experiences.

🎯 Requirements

• 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

🏖️ Benefits

• Paid hourly rate of $15.50/hr
• Rotating weekend schedule with offset weekday off
• Remote work opportunity across 8 designated locations
• Employment with an Equal Opportunity Employer committed to diversity and inclusion
• Opportunity to support a mission-driven digital health platform focused on improving population-wide well-being
• Exposure to a fast-growing, dynamic work environment

Skills & Technologies

Onsite

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Sharecare, Inc.

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About Sharecare, Inc.

Sharecare, Inc. is a digital health company that provides a platform connecting consumers, patients, and healthcare providers. It offers tools for health assessments, condition management, care coordination, and wellness programs. The company integrates data from electronic health records, wearable devices, and user inputs to deliver personalized health insights and recommendations. Sharecare serves individuals, employers, health plans, and health systems through mobile and web applications. Founded in 2010, it is headquartered in Atlanta, Georgia.

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