Senior Client Support Representative
New
T
Talkspace CorporateTele-health
New York, NY (Remote), Eastern TimeFull-TimeSenior
Salary$22/hr
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Job Details
- Experience
- 2 years experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role.
- Required Skills
- JiraCritical thinkingCustomer supportConfluenceZendeskLooker
Requirements
- 2+ years of experience in a contact center (email, chat, phone) or similar customer-facing role.
- Basic math skills.
- Ability to multi-task across various systems and programs.
- Strong critical thinking and investigatory skills.
- Excellent written and verbal communication skills.
- Ability to work independently as part of a remote team.
- Dependable internet connection.
- Typing speed of approximately 50-60 wpm.
- High School diploma or equivalent preferred; 4-year degree is a plus.
- Experience in tele-health, tele-therapy, or medical insurance is a plus.
- Familiarity with Zendesk, Atlassian (Jira, Confluence), Looker, and Workforce Management is a plus.
Responsibilities
- Use internal knowledge materials to answer client inquiries regarding benefits coverage, eligibility, billing, refunds, and clinical complaints.
- Resolve complex and escalated inquiries requiring investigation, empathy, and thorough solutions.
- Educate clients on platform self-service resources and perform necessary follow-ups to ensure satisfaction.
- Identify client contact trends and escalate potential service interruptions to leadership daily.
- Contribute to department improvement by suggesting updates to knowledge bases and refining support processes.
- Participate in specialized projects, onboarding new hires as a subject matter expert, and attending scheduled coaching sessions.
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