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About the Role

This Senior Client Support Representative role is crucial for providing exceptional support to clients, addressing inquiries about benefits coverage and service experience issues promptly and accurately. The role involves resolving complex issues, educating clients on self-service resources, identifying trends, and contributing to departmental improvements.

Responsibilities

• Use internal knowledge materials and resources to quickly and accurately answer client inquiries related to benefits coverage and service experience issues.
• Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy.
• Participate in non-inbound volume related department operations speciality projects aimed to further support our clients.
• Educate clients on self-service resources available through the 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 to leadership daily.
• Keep up with business updates to ensure the assistance provided to clients is accurate.
• Meet productivity and quality benchmarks set by leadership.
• Suggest updates to departmental knowledge resources and correspondence templates.
• Recommend changes to existing support processes and/or implementation of new standard processes.
• Attend all department meetings, coaching sessions, and 1:1s.
• Serve as an onboarding buddy to department new hires and participate in onboarding training as SME.
• Perform other related duties as assigned.

Requirements

• 2 years experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role.
• 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 and maintain consistent communication with Supervisor.
• Basic math skills required.
• Dependable internet connection required.

Skills

• Zendesk
• Atlassian (Jira, Confluence)
• Looker
• Workforce Management
• Typing speed of ~50-60 wpm

Location

• Remote
• Eastern Time

Work Type

• Remote

Experience Level

• Senior

Education Level

• High School diploma or equivalent preferred
• 4-year college degree is a plus

Salary/Compensations

• $22/hr

Benefits

• Comprehensive Medical, Dental and Vision plans
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance
• Monthly Wellness Stipend
• PTO
• Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member
• Access to a friends and family discount

About the Company

• Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health.
• Our mission is to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.
• 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.
• We are looking for candidates that want to bring their talents into a diverse “for purpose” space.

Equal Opportunity

• Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce.
• We encourage you to apply, even if you don’t meet every qualification or if your path has been nontraditional — such as not completing a formal degree program, taking a career break, or having a prior criminal record — if you believe you could make a great addition to this team.
• 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.