Senior Client Support Representative

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $18 - $22 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 1%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Talkspace

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🏥 Healthcare

👥 B2C

🤖 Artificial Intelligence

💰 $300M Post-IPO Equity - Talkspace on 2021-06

Healthcare • B2C • Artificial Intelligence

Talkspace is an online mental health platform that connects individuals with licensed therapists and psychiatric providers for therapy and medication management. The service offers a range of treatments (individual, couples, LGBTQIA+ therapy, teen and senior therapy, therapy for military and veterans, etc. ), unlimited messaging therapy, and psychiatry/medication management including common psychiatric medications. Talkspace accepts many major insurers (Aetna, Anthem, Cigna, Optum, TRICARE, Blue Cross Blue Shield, Medicare/Medicare Advantage), provides tools for clinicians and organizations, and offers AI-supported mental health features (Tee by Talkspace).

📋 Description

• Engage with clients through live phone and chat support and asynchronous email support through Zendesk. • Answer client inquiries related to benefits coverage and service experience issues, including coverage eligibility, billing, refunds, clinical complaints, and service interruptions. • Resolve complex or escalated inquiries requiring investigation and empathy. • Participate in department operations specialty projects supporting clients throughout their Talkspace journey. • Educate clients about self-service resources available through the platform. • Follow up with clients to ensure resolution and satisfaction. • Identify contact-reason trends and escalate potential service issues to leadership daily as needed. • Keep up with business updates to provide accurate client assistance. • Meet productivity and quality benchmarks set by leadership. • Suggest updates to departmental knowledge resources and correspondence templates. • Recommend changes to support processes or implementation of new standard processes. • Attend department meetings, coaching sessions, and one-on-ones. • Serve as an onboarding buddy and participate in onboarding training as a subject-matter expert. • 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. • 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. • Typing speed of approximately 50–60 words per minute. • 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!

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