Experienced Worklife Customer Support Associate – Employee Assistance Program @arenaflex

Are you passionate about delivering exceptional customer support and making a meaningful impact in people's lives? Do you have a heart for helping others navigate life's challenges? If so, we invite you to join arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. In this vital role, you will play a critical part in providing empathetic and expert support to individuals seeking assistance through arenaflex's Employee Assistance Program (EAP).

About arenaflex

At arenaflex, we share a single, clear purpose: Bringing our heart to every moment of your health. Our purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center, our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, empowering every arenaflex employee to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.

Role Overview

As an Experienced Worklife Customer Support Associate – Employee Assistance Program, you will be responsible for taking incoming calls to support members with the provision and use of Worklife EAP and management consultant resources. Your primary goal will be to determine the purpose of each call, triage it in a professional and timely manner, and assess the client's needs to provide accurate and empathetic support.

Key Responsibilities

- Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner. - Assesses client's needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources. - Recognizes crisis situations and evaluates for needed action to minimize risk. - Performs appropriate research in internal databases and online to identify potential providers and resources. - Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally. - Receives calls transferred from counselors and provides immediate member assistance. - Schedules appointments for members with counselors. - Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc. - Communicates effectively with all internal stakeholders. - Utilizes relevant arenaflex databases to research and identify validated, appropriate member resources. - Makes outbound calls as appropriate to identify and assist with securing member resources and/or services. - Assists team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion in the appropriate EAP system, maintaining an inventory of materials. - Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.

Essential Qualifications

- 1+ year of experience in a call center environment. - Experienced in a social, psychological, or human service field providing client support. - Strong communication and interpersonal skills. - Ability to work in a fast-paced environment and prioritize multiple tasks. - Proficiency in using computer software and systems. - Strong problem-solving and critical thinking skills. - Ability to maintain confidentiality and handle sensitive information.

Preferred Qualifications

- Bachelor of Arts or Bachelor of Science Degree. - Experience working with EAP or similar programs. - Knowledge of relevant laws and regulations related to EAP and mental health services.

Workspace Requirements

- Fully remote role, able to work anywhere in the U.S. - Technical requirements for personal residential internet service: - Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). - Select a minimum of 25mbps/3mbps. - A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation. - Consider the internet usage of others in the household during your scheduled working hours.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As an Experienced Worklife Customer Support Associate – Employee Assistance Program, you will have access to: - Comprehensive training program to ensure your success in the role. - Opportunities for career advancement and professional growth. - Ongoing education and training to stay up-to-date with industry developments and best practices. - Collaborative and supportive work environment that encourages open communication and teamwork.

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, live for opportunities to collaborate and make a difference, and make us the #1 Top Workplace in the area.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including: - Base hourly rate or base annual full-time salary: $17.00 - $25.65. - Eligibility for a CVS Health bonus, commission, or short-term incentive program. - Comprehensive benefits package, including medical, dental, and vision benefits. - 401(k) retirement savings plan and Employee Stock Purchase Plan. - Fully-paid term life insurance plan and short-term and long-term disability benefits. - Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Conclusion

If you are passionate about delivering exceptional customer support and making a meaningful impact in people's lives, we invite you to join arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. Apply now and become a part of our team that is dedicated to bringing our heart to every moment of your health. Apply for this job