Senior Client Support Representative

August 7

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Talkspace

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Behavioral health care from licensed clinicians－ when & where you need it

Online Therapy • Online Counseling • Unlimited Messaging Therapy • Psychotherapy • Self Care

51 - 200

Description

• The Senior Client Support Representative is responsible for providing exceptional support to our clients, ensuring their inquiries regarding benefits coverage and service experience issues are addressed promptly and accurately. • They will utilize internal knowledge materials and resources to swiftly respond to client inquiries, demonstrating a high level of empathy. • The Senior Client Support Representative will also be responsible for resolving complex and escalated inquiries that require investigation, providing thorough and empathetic solutions. • They will educate clients on self-service resources available through our platform and follow up when necessary to ensure resolution and satisfaction. • The Senior Client Support Representative actively identifies trends in client contact reasons, escalates potential issues to leadership daily, and stays updated with business updates to provide accurate assistance. • They will contribute to the improvement of our department by suggesting updates to departmental knowledge resources and recommending changes to existing support processes. • As a Client Support Specialist, you will play a vital role in delivering exceptional support, improving processes, and fostering effective team collaboration with coaching sessions and one-on-one sessions.

Requirements

• 2 years experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role. • High School diploma or equivalent preferred. • A 4-year college degree is a plus. • Extensive knowledge in benefit coverage explanation, enrollment and re-enrollment procedures (ie. behavioral health (BH), employee assistance programs), electronic claims submission (ECS) processes. • Ability to multi-task in various systems + programs. • Experience (or strong interest) in working in a fast-paced, rapidly changing environment. • Excellent written and verbal communication skills. • Strong critical thinking and investigatory skills. • Ability to use sound judgment when problem solving. • Ability to work independently, as this is a remote team, and maintain consistent communication with Supervisor. • Basic math skills, required. • Familiarity with Zendesk, Atlassian (Jira, Confluence), Looker is a plus. • ~50-60 wpm - https://www.typingpal.com/en/ • Dependable internet connection required.