Senior Client Support Representative

What You’ll Do

• Client Support
  • Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. coverage eligibility, billing, refunds, clinical complaints, 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.