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.
PRIMARY RESPONSIBILITIES:
Client Support
- Provide omnichannel support (primarily phone support, some email and/or chat included) to inbound client communication
- Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. coverage eligibility, billing, refunds, clinical complaints, service interruptions, etc.).
- Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported.
- Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace.
- Educate clients on self-service resources available to them through our platform.
- Follow up with clients when necessary to ensure resolution and satisfaction.
- Identify client contact reason trends and roll up potential issues that may be interrupting service for client to leadership daily, as needed.
- Keep up with business updates to ensure the assistance provided to clients is accurate.
- Ability to meet productivity and quality benchmarks set by leadership.
Process Support
- Contribute to the improvement of our department by suggesting updates to departmental knowledge resources (internal knowledge base, correspondence templates).
- Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving employee productivity and job satisfaction.
Team Collaboration
- Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled.
- Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed.
Performs other related duties as assigned.
QUALIFICATIONS:
- 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 – www.typingpal.com/en/
- Dependable internet connection required.
Compensation:
At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.
The hourly rate range for this role is $22 – 23.50. Within the hourly rate, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications.
Why Talkspace:
Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it’s our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.
Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!
Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We strongly encourage you to apply even if you don’t meet every qualification. Come as you are and learn about the exciting opportunities on our team.
Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.