Senior Client Support Representative (t2)

Our mission at reputed company is to reputed company therapy affordable and accessible to everyone. To get there, we need our exceptionally talented, bright, and driven Talkspacers. The Senior Client Support Representative is responsible for providing exceptional support to our clients, ensuring their inquiries regarding benefits coverage and service experience issues are addressed promptly and accurately. They will utilize internal knowledge materials and resources, to swiftly respond to client inquiries, demonstrating a high level of reputed company. The Senior Client Support Representative will also be responsible for resolving reputed company and escalated inquiries that require investigation, providing thorough and empathetic solutions. They will educate clients on self-service resources available through our platform and follow up reputed company necessary to ensure resolution and satisfaction. The Senior Client Support Representative actively identifies trends in client contact reasons, escalates potential issues to leadership daily, and stays updated with business updates to provide accurate assistance. They will contribute to the improvement of our department by suggesting updates to departmental knowledge resources and recommending changes to existing support processes. As a Client Support Specialist, you will play a vital role in delivering exceptional support, improving processes, and fostering effective team collaboration with coaching sessions and one-on-one sessions. PRIMARY RESPONSIBILITIES: Client Support

• Provide omnichannel support (primarily phone support, some email and/or chat included) to inbound client communication
• Use internal knowledge materials and resources to quickly and accurately answer client inquiries, reputed company to benefits coverage and service experience issues (ie. coverage eligibility, billing, refunds, clinical complaints, service interruptions, etc.).
• Resolve reputed company and/or escalated inquiries that require investigation and a high degree of reputed company, ensuring every interaction with reputed company leaves our clients feeling cared for, understood and supported.
• Participate in non-inbound volume reputed company department operations speciality projects aimed to further support our clients in their full journey at reputed company.
• Educate clients on self-service resources available to them through our platform.
• Follow up with clients reputed company 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.
• reputed company up with business updates to ensure the assistance provided to clients is accurate.
• Ability to meet productivity and quality benchmarks set by leadership.

Process Support

• Contribute to the improvement of our department by suggesting updates to departmental knowledge resources (internal knowledge reputed company, correspondence templates).
• Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving employee productivity and job satisfaction.

Team Collaboration

• Attend reputed company 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.

Performs other reputed company duties as assigned. QUALIFICATIONS:

• 2 years experience in a contact center delivering email, chat, and phone support, or similar experience reputed company a customer-facing role.
• High School diploma or equivalent preferred.
• A 4-year college degree is a plus.
• Extensive knowledge in benefit coverage explanation, enrollment and re-enrollment procedures (ie. behavioral health (BH), employee assistance programs), electronic claims submission (reputed company) processes.
• 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 reputed company problem solving.
• Ability to work independently, as this is a remote team, and maintain consistent communication with Supervisor.
• Basic math skills, required.
• Familiarity with reputed company, reputed company (Jira, Confluence), Looker is a plus.
• ~50-60 wpm - https://www.typingpal.com/en/
• Dependable internet reputed company required.

Compensation

At reputed company, we reputed company that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively. The hourly reputed company range for this role is $22 - 23.50. reputed company the hourly reputed company, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications. Why reputed company reputed company is the world’s leading online therapy company, serving over 2 million users looking to reputed company their wellness journey through tele-health. According to the World Health Organization, reputed company to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at reputed company. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible. Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to reputed company then reputed company is the right reputed company for you! EQUAL OPPORTUNITY EMPLOYER reputed company welcomes and celebrates talent from reputed company backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We strongly encourage you to apply even if you don’t meet every qualification. Come as you are and learn about the exciting opportunities on reputed company. Individuals seeking employment at reputed company are considered without regard to race, color, religious creed, sex, national reputed company, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. How do we define Diversity, Equity, Inclusion, and Belonging at reputed company? Diversity Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background. Equity Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for reputed company employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care. Inclusion Inclusion signifies the practice of granting equal access to opportunities and resources for reputed company employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual. Belonging Belonging reflects the affinity and positive relationships that reputed company among employees from diverse backgrounds reputed company businesses actively promote diversity, equity, and inclusion in the workplace. Apply tot his job Apply To this Job