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? We're seeking an experienced Worklife Customer Support Associate to join our team at arenaflex, where we're dedicated to bringing our heart to every moment of our customers' health. As a key member of our Employee Assistance Program (EAP) team, you'll play a vital role in providing timely and compassionate support to our members, helping them navigate life's complexities and find the resources they need to thrive.

About arenaflex

At arenaflex, we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is simple yet powerful: to bring our heart to every moment of our customers' health. We believe that how we deliver our services is just as important as what we deliver, which is why we've developed our Heart At Work Behaviors to support this purpose. Our employees are the driving force behind our mission, and we're looking for talented individuals like you to join our team and help us accelerate our ability to innovate and deliver solutions that make healthcare more personal, convenient, and affordable.

Role Overview

As a Worklife Customer Support Associate, you'll be responsible for taking incoming calls to support members with the provision and use of Worklife EAP and management consultant resources. You'll work closely with our team to provide timely and compassionate support, assess client needs, and communicate information regarding pertinent EAP/Worklife services and resources. You'll also recognize crisis situations and evaluate for needed action to minimize risk, perform research in internal databases and online to identify potential providers and resources, and enter member information into the EAP system to initiate cases and document comments and information thoroughly and professionally.

Key Responsibilities

* Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner

• Assess client needs, research, and articulate communicate information regarding pertinent EAP/Worklife services and resources
• Recognize crisis situations and evaluate for needed action to minimize risk
• Perform research in internal databases and online to identify potential providers and resources
• Enter member information into the EAP system to initiate cases and document comments and information thoroughly and professionally
• Receive calls transferred from counselors and provide immediate member assistance
• Schedule appointments for members with counselors
• Assist 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, eldercare, etc.
• Communicate effectively with all internal stakeholders
• Utilize relevant arenaflex databases to research and identify validated, appropriate member resources
• Make outbound calls as appropriate to identify and assist with securing member resources and/or services
• Assist 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 EAP system, maintaining an inventory of materials
• Provide 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 and responsibilities
• Strong problem-solving and critical thinking skills
• Ability to maintain confidentiality and handle sensitive information
• Proficiency in using computer software and systems, including EAP systems and databases

Preferred Qualifications

* Bachelor of Arts or Bachelor of Science Degree

• Experience working with EAP or similar programs
• Knowledge of relevant laws and regulations, such as HIPAA and FERPA
• Bilingual or multilingual skills

Workspace Requirements

* Technical requirement for personal residential internet service: broadband or fiber internet (e.g., Verizon Fios, Comcast) with a minimum speed of 25mbps/3mbps

• Hardwired connection (ethernet connection) required; wireless connection may introduce performance degradation
• Consider the internet usage of others in the household during scheduled working hours

Benefits and Perks

* Competitive pay range: $17.00 - $25.65 per hour

• 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
• Well-being programs, education assistance, free development courses, and a CVS store discount
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year

Career Growth Opportunities

* arenaflex is committed to helping our employees grow and develop in their careers. We offer a range of training and development opportunities, including: + On-the-job training and mentorship + Professional development courses and workshops + Leadership development programs + Opportunities for advancement and career growth

Work Environment and Company Culture

* arenaflex is a fully remote work environment, allowing you to work from anywhere in the U.S.

• Our company culture is built on our Heart At Work Behaviors, which include:

+ Self-discipline + Hard work + Curiosity + Trustworthiness + Humility + Truthfulness

• We're a Top Workplace in the area, recognized for our commitment to sustainability, recognition programs, and employee well-being.

How to Apply

If you're passionate about delivering exceptional customer support and making a meaningful impact in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application by [03/07/2025]. We look forward to hearing from you! Apply for this job