Senior Client Support Representative (T2)

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 – https://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.