*This is a remote position and can be located anywhere within the United States.
Essential Job Functions:
- Identify, evaluate and prioritize caller needs, questions and concerns.
- Formulate plans of resolution and respond appropriately and efficiently.
- Maintain and restore customer satisfaction and partner with other teams as needed.
- Perform problem analysis, problem determination and recommended resolutions to the callers.
- in accordance with standard protocol.
- Proactively educate caller on program benefits.
- Meet or exceed established call center metrics, attendance standards and quality levels.
- Use computer tools to accurately process and document information.
- Develop rapport with callers and appropriately adjust communication style.
- Provide accurate information about Sharecare programs and services.
- Escalate issues internally and follow up on escalated issues.
Qualifications :
- 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
- Have the ability to work effectively with others in a team environment
- Ability to thrive in a fast-growing always changing environment