Sharecare · 2 days ago
On-Site Lead Customer Service Representative - Somerville, MA
Somerville, MA
Full-time
Onsite
Entry, Mid Level
$25/hr - $25/hr
2+ years expSharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem. They are seeking an On-Site Lead Customer Service Representative to handle escalated member concerns and provide support for the customer service team while ensuring efficient resolution of inquiries.
Consumer GoodsHealthcareInformation TechnologyConsumerHealth CaremHealth
Responsibilities
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
Qualification
Required
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!
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 well organized
Preferred
College course work is desirable
Company
Sharecare
Sharecare is a health and wellness engagement platform that provides information, programs, and resources to improve individuals health.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$850MKey Investors
Koch Strategic PlatformsAflac Global VenturesWells Fargo Strategic Capital
2024-06-21Acquired
2021-07-02Post Ipo Equity· $425M
2021-07-02IPO
Leadership Team
Dan Agronow
CTO
Harsha Panyadahundi
Chief Technology Officer
Recent News
BiometricUpdate.com
2025-12-11
2025-12-09
Company data provided by crunchbase