Job Description
Title: Senior Client Support Representative
Location: New York, NY
(Remote)
Our mission at Talkspace is to help people heal. To get there, we need exceptionally passionate, bright, and motivated people. Want to help over one million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!
We’re looking for experienced Customer Support Representatives to join our Client Support Team. We are a diverse, resourceful, and empathetic department that knows every nook and cranny of Talkspace. We understand our role helps our clients get the care and support they are looking for through our services, using our expert knowledge to keep clients connected to their providers with minimal interruption in their services.
We are looking for engaging and friendly team players who share our commitment to customer experience, and who want to bring their talents into a for purpose space. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us to achieve our mission of bringing quality mental healthcare to all.
*This is a remote position based on Eastern Time. This opening is for our Monday-Friday shift from 10am ET – 6:30pm ET. This is a non-negotiable shift, and does not require weekend hours.*
What You’ll Do
- Use internal knowledge materials + resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. eligibility, billing, 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.
- 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.
- 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.
About You
- 2+ years experience in a contact center delivering email, chat, and phone support.
- High school diploma or equivalent.
- You have previous experience in the tele-health, tele-therapy, medical insurance industries.
- You are familiar with Zendesk, Atlassian (Jira, Confluence), Looker is a plus.
- You are able to multi-task in various systems & programs.
- You posses excellent written and verbal communication skills.
- You are investigative and think critically.
- When problem solving, you use sound judgment.
- You work independently as this is a remote team, and can maintain consistent communication with Supervisor.