Customer Service Manager- Remote

The Customer Service Manager at Sharecare is responsible for overseeing the daily operations of the Contact Center Support Services teams dedicated to Health Data Services. This role involves managing staff performance, resolving escalated customer concerns, conducting investigations, and collaborating with other departments to ensure excellent customer support. Additionally, the manager establishes workflows, provides coaching to their team, and tracks performance metrics to continuously improve service outcomes.

Candidates looking to apply for the Customer Service Manager role at Sharecare should ideally have over 3 years of experience in contact center supervision or management, along with a bachelor’s degree. Strong communication skills, proficiency in Microsoft Office products, and problem-solving capabilities are essential. Experience in a medical setting and familiarity with Microsoft Dynamics software are also beneficial.

Sharecare is committed to the growth and development of its employees, including Customer Service Managers. The company provides ongoing training opportunities, positive reinforcement methodologies, and access to industry-standard resources. Furthermore, the supportive culture promotes collaboration and encourages feedback, allowing managers to engage with leadership and refine their skills continuously.

A typical day for a Customer Service Manager at Sharecare involves managing operational tasks, supporting the teams during busy periods, attending to escalated customer service issues, conducting assessments, and working closely with other departments. Managers regularly connect with their teams, offer mentorship, and analyze performance metrics to ensure that both team and client expectations are consistently met.

At Sharecare, Customer Service Managers benefit from a culture centered on respect, compassion, and team collaboration. The organization fosters an environment where innovative thinking is encouraged, and employees feel valued. Additionally, Sharecare's mission to enhance health outcomes for individuals aligns perfectly with the responsibilities of the role, making it an ideal setting for those passionate about customer service and healthcare.

When answering this question, share specific examples of your previous roles in which you managed contact center operations. Highlight your responsibilities, such as training staff, resolving customer issues, and implementing improvements in processes. Be sure to mention metrics you positively influenced, showcasing your impact on the team.

In responding to this question, emphasize your approach to problem-solving and communication. Discuss specific techniques you've used to defuse tense situations, gather relevant information, and work collaboratively to find a resolution. Sharing an example will help illustrate your strategy effectively.

For this question, reflect on your leadership style and the methods you have used to inspire your team. Discuss the importance of positive reinforcement, regular feedback sessions, and recognizing achievements. Be sure to articulate how these strategies have led to increased team morale and productivity.

When discussing performance evaluation, explain the metrics and criteria you rely on to assess both individual and team outcomes. Describe how you utilize this data for coaching, recognition, or addressing performance issues, ensuring to emphasize the importance of continuous improvement.

Use this opportunity to showcase your interpersonal skills. Explain how you build relationships with other teams to facilitate communication and address customer needs effectively. Share any experiences where you successfully collaborated to implement solutions across departments.

Choose a specific instance where you recognized a need for change. Discuss the analysis you conducted, the steps you took to implement the change, and the outcome. Highlight how this change benefitted the customer experience and the team's capabilities.

Here, define what you believe to be vital best practices for effective customer service, such as active listening, empathy, prompt responses, and personalized communication. Share how you've instilled these practices within your teams to enhance service quality.

Discuss your familiarity with the relevant regulations affecting customer service operations, especially in the healthcare sector. Explain your methods for training staff on these compliance standards and ensuring that processes align with regulations.

Share a specific instance where analytics or performance metrics influenced an important decision. Discuss the data points you examined, the decisions made based on that data, and the positive results achieved through that decision.

When answering, reflect on Sharecare’s mission and values, and explain why they resonate with you personally and professionally. Speak about your desire to contribute positively to the organization's goals and how your skills align with the Customer Service Manager role.