Senior Remote Client Support Specialist

Applied Labs; Northern (KY); Hybrid; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

HSA/FSA

401k with match

Disability insurance

Pet insurance

Wellness stipend

PTO & remote first

Team events

Free Talkspace access

Job summary

Talkspace seeks an experienced Senior Client Support Representative to deliver high-quality client support across benefits coverage and service experience questions. The role emphasizes empathy, swift responses, and escalation handling in a remote, Eastern Time-based setup.

You will use internal materials, educate clients on self-service options, and identify trends for leadership escalation while contributing to process improvements and knowledge resources.

Qualifications

• 2 years in a contact center delivering email, chat, and phone support or similar customer-facing role.
• High School diploma or equivalent preferred; 4-year college degree is a plus.
• Experience in tele-health, tele-therapy, medical insurance industries is a plus.
• Ability to multi-task across systems and programs.
• Experience in fast-paced, rapidly changing environments.
• Excellent written and verbal communication skills.
• Strong critical thinking and investigatory skills.
• Ability to use sound judgment in problem solving.
• Ability to work independently in a remote team and maintain communication with Supervisor.
• Basic math skills required.

Responsibilities

• Provide timely and empathetic responses to client inquiries about benefits coverage and service issues.
• Resolve complex escalated inquiries requiring investigation and follow-up.
• Educate clients on self-service resources available on the platform.
• Follow up with clients to ensure resolution and satisfaction.
• Identify trends in client contact reasons and escalate issues to leadership daily.
• Stay updated with business changes to ensure accurate assistance.
• Meet productivity and quality benchmarks set by leadership.
• Collaborate with team and participate in onboarding and coaching as SME.

Skills

Communication skills

Multitasking

Typing speed

Independent work

Problem solving

Written communication

Investigative skills

Jira/Confluence

Zendesk

Looker

Education

High School diploma

Bachelor’s degree preferred

Tools

Zendesk

Jira

Confluence

Looker

Workforce Management

Job description

Talkspace seeks an experienced Senior Client Support Representative to deliver high-quality client support across benefits coverage and service experience questions. The role emphasizes empathy, swift responses, and escalation handling in a remote, Eastern Time-based setup.

You will use internal materials, educate clients on self-service options, and identify trends for leadership escalation while contributing to process improvements and knowledge resources.