客户服务代表-远程
Customer Service Representative- Remote
职位描述：
Sharecare 是领先的数字健康公司，帮助人们——无论他们处于健康旅程的哪个阶段——在一处统一并管理所有健康信息。我们全面且数据驱动的虚拟健康平台旨在通过推动积极的行为改变，帮助个人、医护人员、雇主、医保计划、政府组织和社区优化个体和群体的健康状况。秉承“我们在一起会更强大”的理念，Sharecare 致力于通过个人健康的视角支持每个人，让高质量的医疗更加可及和负担得起。了解更多信息，请访问 www.sharecare.com。
职位概述：
客户服务员（CSR）负责接听会员和医护人员的来电，输入数据，并始终提供高水平的客户服务，体现出礼貌和专业。CSR 通过电话和电子邮件处理客户的服务请求和问题，同时准确且一致地记录沟通内容。电话主要为“常规”类型，但可能需要偏离标准屏幕、脚本和流程。CSR 使用计算机系统来跟踪电话、收集信息和/或解决问题，并可能评估需求，解释项目并建议/推广替代产品或服务。
关键工作职责：
- 识别、评估并优先处理来电者的需求、问题和关注点。
- 制定解决方案计划，并适当且高效地做出回应。
- 维护和恢复客户满意度，并在需要时与其他团队合作。
- 进行问题分析、问题判断并根据标准协议向来电者推荐解决方案。
- 主动向来电者教育其项目优势。
- 达到或超越既定的客服中心指标、出勤标准和质量水平。
- 使用计算机工具准确处理和记录信息。
- 与来电者建立关系，并适当调整沟通方式。
- 提供关于 Sharecare 项目和服务的准确信息。
- 内部升级问题并跟进已升级的问题。
任职要求：
- 高中文凭
- 有相关客户服务经验者优先
- 优秀的沟通能力
- 能够多任务处理
- 熟悉 Microsoft Word 和 Outlook 的基本操作
- 熟练使用键盘和互联网导航
查看英文原文
Job Description:
Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.
Job Summary:
The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly “routine”, but may require deviation from standard screens, scripts and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs and suggest/promote alternative products or services.
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
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.
Originally posted on Himalayas