Customer Care Support​/Call Center-Remote_

Job Description

The Client Support Specialist will support clients who engage with Lyra seeking high-quality outpatient mental health care primarily via phone and chat, conducting needs assessments, answering benefit, product and technical questions. The specialist will also support HR Managers and Customer Representatives coordinate support for major events and team support. The specialist will partner cross functionally to triage clients with complex needs to our clinicians.

This role will work primarily with clients and will be the first point of contact for clients reaching out for the first time via phone, chat and email. Team will provide extensive training on how to support our members and meet them where they are in their care journey. The specialist will need to be comfortable discussing sensitive topics. Above all, this specialist is committed to supporting each and every client that reaches out with competency and compassion.

This is a high volume full contact center environment. Focus on calls and chats are required as part of the role.

Skills and Requirements

• Demonstrate strong time management skills and flexibility in fielding the unexpected throughout the workday
• Conduct needs assessment and educate clients about Lyra's services and benefit offerings primarily via phone and chat
• Prioritize client safety and wellbeing, with an ability to recognize potential safety concerns and escape to ensure clients receive an appropriate level of support
• Engage in feedback and frequent self-assessment of strengths and areas for growth
• Work well in a structured team environment
• Demonstrate flexibility with shift changes.
• Excellent communication skills: written and verbal
• Experience with Zendesk, Salesforce, and/or Chat tools; otherwise you pride yourself on picking up new tools/systems quickly
• Candidates should have past experience in a critical Call center role (911 dispatch, mental health service, Insurance)
• You are passionate about improving mental health care and excited by our mission of leveraging technology to scale access to evidence-based therapies.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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