Senior Client Support Representative

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $18 - $22 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 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.

Apply Now

Find Similar Remote Jobs

Talkspace

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

💼 Consulting

🏥 Healthcare

🛍️ eCommerce

Consulting • Healthcare • eCommerce

Talkspace is an online therapy platform that provides accessible mental health care through licensed therapists and psychiatric providers. Users can engage in therapy through text, audio, and video sessions, as well as receive medication management when needed. Talkspace aims to make therapy convenient and affordable by partnering with major insurance providers and offering various treatment options for individuals, couples, and teens dealing with a range of mental health issues.

📋 Description

• Engage with clients through live phone and chat support as well as async email support through Zendesk. • Use internal knowledge materials and resources to answer client inquiries related to benefits coverage and service experience issues, including coverage eligibility, billing, refunds, clinical complaints, and service interruptions. • Resolve complex and/or escalated inquiries requiring investigation and empathy. • Participate in department operations specialty projects supporting clients throughout their Talkspace journey. • Educate clients on platform self-service resources. • Follow up with clients to ensure resolution and satisfaction. • Identify client contact-reason trends and escalate potential service issues to leadership daily as needed. • Keep up with business updates to provide accurate assistance. • Meet productivity and quality benchmarks set by leadership. • Suggest updates to departmental knowledge resources and recommend changes to support 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. • ~50-60 wpm. • 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!

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume