Sharecare, Inc. Assistant Customer Service Manager in Somerville, Massachusetts
Sharecare is the digital health company that helps people manage all their health in one place. The Sharecare platform provides each person -- no matter where they are in their health journey -- with a comprehensive and personalized health profile, where they can dynamically and easily connect to the information, evidence-based programs and health professionals they need to live their healthiest, happiest and most productive life. With award-winning and innovative frictionless technologies, scientifically validated clinical protocols and best-in-class coaching tools, Sharecare helps providers, employers and health plans effectively scale outcomes-based health and wellness solutions across their entire populations. We are always looking for people that value the opportunity to work hard, have fun on the job, and make a difference in the lives of others through their work every day!
Sharecare Health Data Services is a wholly owned subsidiary of Sharecare. The Customer Service Assistant Manager will demonstrate that they are culturally aligned with Sharecare Health Data Services, by displaying and working within the values of Servant Leadership, Family, Sharing Care, Compassion, Accountability and Respect for their leader and their peers. They will be innovative, open to change, and display honesty and integrity in all that they do.
The Customer Service Assistant Manager will assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, goal-oriented, supportive, and prepared to act as a resource to agents.
To succeed as a Customer Service Assistant Manager, you should be focused on helping your team build necessary skills and knowledge, so they can better support customers. You should be supportive, communicative, and attentive. Someone with a passion for not just achieving but exceeding targets and a work history that demonstrates the same.
*This position will be on-site and will require a COVID-19 vaccination.
Oversee Call Center operations for a nine person call center with operations times of 8:00 a.m. -- 4:30 p.m.
Monday -- Friday
Assist in the onboarding of new hires, make sure they have a clear understanding of the processes and procedures for the client and Sharecare Health Data Services
Make sure that the new and existing call center representatives have the tools they need to deal with the various call types they receive
Handle escalated calls
Motivate the team by constantly communicating their daily goals and where they stand throughout the day
Provide additional phone support during peak hours and staff breaks & lunches
Accept constructive feedback and then rectify any shortcomings
Provide Excellent Service to internal and external customers
Analyze call center metrics and look for area of improvement
Coordinate with the Operations Manager to improve production throughout the team
Continue to develop a QC process for the call center
Monitoring calls to ensure the team is meeting expectations
Scan daily correspondence into RMS
Assist with overflow of Data Entry work
Ensure that the company and staff meet or exceed goals
Provide reliable, efficient support for customers
Willing to do early starts and late finishes
Able to handle a variety of difficult situations simultaneously
Experience of resolving complex customer problems, issues and complaints
Willing to be accountable for performance
Having a natural sense of urgency
Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.
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