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

About the role

Resonance CX Partners identifies and validates opportunities for experienced professionals who align with their values. This position is with Sharecare, a digital healthcare company.

Responsibilities

• Handle escalated member concerns and provide Help Desk support for the Customer Service Team.
• Research, respond, and provide a resolution to member inquiries via phone, chat, email, or fax.
• Support the customer service team through the operation of the Help Desk.
• Assist the team of Customer Service Representatives (CSRs) with questions related to escalated or technical issues.
• Be a reliable point of contact for members, updating them on the progress of resolving unsettled concerns.
• Partner with the Customer Service Manager to identify training opportunities and prepare data for root cause analysis.
• Support contract performance guarantees by performing other duties as needed, such as answering inbound calls and assisting with outbound campaigns.
• Work flexible hours and shifts.

Requirements

• GED or high school diploma supplemented by technical medical knowledge, specialized secretarial, and/or computer courses.
• Minimum of 2 years previous call center or customer service experience.
• Local to Somerville, MA.

Qualifications

• Ability to work effectively with all levels of management and colleagues.
• Analytic skills and technical acumen; computer competencies include word processing, spreadsheet, and database management.
• Independent and team-oriented, with strong interpersonal skills and sound judgment.
• Excellent verbal and written communication skills.
• Detail-oriented and well-organized.

Skills

• Ability to work effectively with all levels of management and other colleagues.
• Analytic skills and technical acumen.
• Computer competencies including word processing, spreadsheet, and database management.
• Interpersonal skills to build relationships and contribute to team success.
• Sound judgment and critical thinking skills.
• Excellent verbal and written communication skills.
• Detail-oriented and well-organized.

Benefits

Sharecare offers a competitive compensation package, including a starting hourly rate of $25.00.

Pay

$25.00/hour

Schedule

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.

Benefits

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.