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Transforming Lives through Compassionate Customer Support At Lyra, we're on a mission to revolutionize the way mental health care is delivered. As a leading provider of high-quality outpatient mental health services, we're committed to making a positive impact on the lives of our clients. We're seeking an exceptional Customer Care Support Specialist to join our remote team and play a vital role in delivering exceptional client experiences. About the Role As a Client Support Specialist, you'll be the first point of contact for clients reaching out to Lyra via phone, chat, or email. You'll work closely with HR Managers and Customer Representatives to coordinate support for major events and team support. Your primary responsibility will be to provide top-notch support to clients, conducting needs assessments, answering benefit, product, and technical questions, and triaging clients with complex needs to our clinicians. Key Responsibilities • Provide exceptional client support via phone, chat, and email, ensuring timely and effective resolution of client inquiries • Conduct needs assessments to understand client requirements and preferences • Answer benefit, product, and technical questions, providing accurate and helpful information • Partner with cross-functional teams to triage clients with complex needs to our clinicians • Support HR Managers and Customer Representatives in coordinating support for major events and team support • Maintain a high level of productivity and efficiency in a fast-paced, high-volume call center environment • Demonstrate empathy and compassion when discussing sensitive topics with clients • Stay up-to-date with Lyra's services, benefits, and products to provide informed support to clients Essential Qualifications To succeed in this role, you'll need: • 2+ years of experience in a customer-facing role, preferably in a call center or healthcare environment • Excellent communication and interpersonal skills, with the ability to build rapport with clients from diverse backgrounds • Strong problem-solving and analytical skills, with the ability to think critically and make informed decisions • Ability to work in a fast-paced, high-volume environment, prioritizing multiple tasks and managing competing demands • Proficiency in using technology, including CRM software and other customer support tools • High school diploma or equivalent required; degree in a related field (e.g., psychology, social work, communications) preferred Preferred Qualifications While not required, the following qualifications will give you a competitive edge: • Experience working in the mental health or healthcare industry • Bilingual or multilingual language skills • Previous experience working in a remote or virtual call center environment • Familiarity with Lyra's services and benefits Skills and Competencies To excel in this role, you'll need to possess: • Compassion and empathy: Ability to understand and relate to clients' concerns and needs • Effective communication: Clear, concise, and respectful communication skills, both written and verbal • Problem-solving and analytical skills: Ability to think critically and make informed decisions • Adaptability and flexibility: Willingness to adapt to changing priorities and circumstances • Technical skills: Proficiency in using CRM software and other customer support tools Career Growth Opportunities and Learning Benefits At Lyra, we're committed to helping our team members grow and develop in their careers. As a Customer Care Support Specialist, you'll have access to: • Ongoing training and development opportunities to enhance your skills and knowledge • Career advancement opportunities within the company • A supportive and collaborative work environment that encourages feedback and growth Work Environment and Company Culture We're a company that values diversity, equity, and inclusion, and we're committed to creating an environment where everyone can thrive. As a remote team member, you'll enjoy: • Flexible work arrangements that support work-life balance • A collaborative and supportive virtual work environment • Opportunities to connect with colleagues and build meaningful relationships Compensation, Perks, and Benefits We offer a competitive compensation package, including: • A dependable salary that reflects your experience and qualifications • A comprehensive benefits package that includes health, dental, and vision insurance • Opportunities for professional growth and development • A dynamic and supportive work environment that prioritizes employee well-being Join Our Team! If you're a compassionate and dedicated professional looking for a challenging and rewarding role, we encourage you to apply. As an equal opportunity employer, we're committed to creating a diverse and inclusive environment where everyone can bring their full, authentic selves to work. To learn more about our company culture and values, please review our Workforce Privacy Policy. If you need assistance or a reasonable accommodation during the application process, please contact HR@insightglobal.com. Ready to take the next step? Click 'Apply Now' to submit your application, and we'll be in touch soon! Apply This Job