• 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. • 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.