Senior Client Support Representative
New
T
TalkspaceTelehealth mental health
Location: United States (Remote), Eastern TimeFull-TimeSenior
Salary18 - 22 USD per hour
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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
- ZendeskLookerCustomer support
Requirements
- Have 2 years of contact center experience delivering email, chat, and phone support, or similar experience in a customer-facing role.
- Have basic math skills.
- Be able to multitask across various systems and programs.
- Demonstrate strong written and verbal communication skills.
- Use critical thinking and investigatory skills to solve client issues.
- Apply sound judgment when problem solving.
- Work independently on a remote team and maintain consistent communication with a supervisor.
- Have a dependable internet connection.
- Type approximately 50–60 words per minute.
- High school diploma or equivalent preferred; a four-year college degree is a plus.
- Experience in telehealth, tele-therapy, or medical insurance is a plus.
- Familiarity with Zendesk, Atlassian (Jira, Confluence), Looker, or Workforce Management is a plus.
Responsibilities
- Provide live phone and chat support and asynchronous email support through Zendesk.
- Answer client questions about benefits coverage and service issues, including eligibility, billing, refunds, clinical complaints, and service interruptions.
- Investigate and resolve complex or escalated client inquiries with empathy.
- Educate clients about platform self-service resources and follow up when needed to ensure resolution and satisfaction.
- Identify trends in client contact reasons and raise potential service issues to leadership daily as needed.
- Keep current with business updates and meet productivity and quality benchmarks set by leadership.
- Suggest updates to departmental knowledge resources, including the internal knowledge base and correspondence templates.
- Recommend support-process changes or new standard processes.
- Attend department meetings and coaching sessions, and support onboarding as a buddy or subject-matter expert.
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