[Hiring] Senior Client Support Representative @Talkspace

Role Description

We are looking for an experienced Senior Client Support Representative to join our team. The Senior Client Support Representative is responsible for providing exceptional support through live phone, live chat, and email 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.

What You’ll Do

• Engage with clients through live phone and chat support as well as async email support through Zendesk.
• Use internal knowledge materials and resources to quickly and accurately answer client inquiries related to benefits coverage and service experience issues (e.g., coverage eligibility, billing, refunds, clinical complaints, service interruptions).
• 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 specialty 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 clients 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.
• Perform 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. 4-year college degree is a plus.
• Experience in the tele-health, tele-therapy, medical insurance industries is a plus.
• 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. Experience with Workforce Management.
• ~50-60 wpm typing speed.
• Dependable internet connection required.

Benefits

• Comprehensive Medical, Dental and Vision plans.
• Pre-tax benefits: HSA/ FSA.
• 401k Retirement Savings Program with matching up to 3%.
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care.
• PTO and Remote First Environment.
• Regular team events, including Wellness Workshops and Team Building Events.
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!