Customer Service Representative – Employee Assistance Program (EAP) – Remote, Full‑Time, 11:30 am‑8:00 pm EST Shift

About arenaflex – Pioneering Health & Wellness Solutions

arenaflex is a leading health‑solutions organization dedicated to creating a world where every individual can thrive. With a national footprint that spans digital platforms, community‑based services, and a network of more than 300,000 purpose‑driven colleagues, arenaflex delivers care that is more connected, more convenient, and more compassionate. Our mission is powered by the belief that health is a holistic journey, and we empower our members, partners, and employees to navigate that journey with confidence and support.

Position Overview – Customer Service Representative (EAP)

We are seeking a compassionate, detail‑oriented Customer Service Representative to join our Employee Assistance Program (EAP) team. This full‑time, remote role operates on a Monday‑Friday schedule from 11:30 am to 8:00 pm EST. The successful candidate will be the first point of contact for employees seeking confidential assistance with personal, family, or work‑related challenges, guiding them toward appropriate resources and ensuring a seamless, supportive experience.

Key Responsibilities

• Answer inbound calls and chat inquiries from members, demonstrating active listening and empathy.
• Accurately determine the purpose of each interaction, triage calls, and route them to the appropriate internal or external resources.
• Provide clear, concise information about arenaflex’s EAP services, including counseling, legal assistance, financial guidance, childcare, eldercare, and other life‑skill resources.
• Research and verify the availability of qualified providers using arenaflex’s internal databases and reputable external sources.
• Document all member interactions in the EAP case management system, ensuring completeness, accuracy, and compliance with privacy regulations.
• De‑escalate tense or crisis situations, recognize signs of acute distress, and follow established protocols to protect member safety.
• Collaborate with teammates to share best practices, support high‑volume periods, and continuously improve service quality.
• Maintain strict confidentiality of member information in accordance with HIPAA, arenaflex policies, and applicable regulations.
• Perform administrative duties such as follow‑up calls, case status updates, and preparation of summary reports for management review.
• Uphold arenaflex’s core values—integrity, compassion, innovation, and teamwork—in every interaction.

Essential Qualifications

• Minimum of 1 year experience in a call‑center environment, preferably handling high‑volume inbound communications.
• Background in a social, psychological, or human‑services field with demonstrated ability to provide client support.
• Proficiency with Microsoft Office suite, especially Excel, Outlook, and Word.
• High school diploma or GED required; additional certifications in counseling, social work, or related fields are a plus.
• Excellent verbal and written communication skills, with the ability to convey complex information in an understandable manner.
• Strong problem‑solving abilities and a calm demeanor when faced with challenging or emotional calls.
• Reliable high‑speed internet connection (minimum 25 Mbps download / 3 Mbps upload) and a dedicated, quiet workspace.

Preferred Qualifications

• 1–3 years of experience in the healthcare industry, particularly within employee wellness or benefits administration.
• Formal education or certification in mental health, counseling, social work, or a related discipline.
• Familiarity with EAP platforms, case‑management software, or similar resource‑referral tools.
• Demonstrated ability to handle crisis situations, including suicide prevention or acute mental‑health emergencies.

Core Skills & Competencies

• Active Listening & Empathy: Ability to hear beyond words, understand underlying concerns, and respond with genuine care.
• Critical Thinking: Quickly assess situations, prioritize actions, and make sound decisions under pressure.
• Technical Proficiency: Comfort navigating multiple software platforms simultaneously while maintaining data integrity.
• Organizational Excellence: Manage a high volume of cases, keep detailed records, and meet service‑level agreements.
• Team Collaboration: Share insights, support peers, and contribute to a culture of continuous improvement.
• Regulatory Awareness: Knowledge of privacy standards (HIPAA, GDPR) and adherence to internal compliance policies.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Service Representative on the EAP team, you will have access to:

• Structured onboarding and six‑week intensive training covering arenaflex’s services, technology platforms, and compliance standards.
• Ongoing mentorship from senior EAP specialists and mental‑health professionals.
• Certification reimbursement for relevant credentials (e.g., Certified Employee Assistance Professional, Mental Health First Aid).
• Opportunities to transition into advanced roles such as EAP Counselor, Case Manager, Operations Analyst, or Training Coordinator.
• Cross‑functional projects that expose you to broader aspects of arenaflex’s health‑benefit ecosystem, including wellness program design and data analytics.

Work Environment & Culture at arenaflex

Our remote workforce thrives on flexibility, collaboration, and a shared commitment to well‑being. At arenaflex you will experience:

• A supportive leadership team that values employee input and encourages innovative ideas.
• Regular virtual town halls, wellness webinars, and community‑building activities to keep remote staff connected.
• Access to arenaflex’s own Employee Assistance Program, offering confidential counseling, financial coaching, and health resources.
• A culture that celebrates diversity, equity, and inclusion, ensuring every colleague feels respected and heard.
• Recognition programs that highlight outstanding service, teamwork, and contributions to member health.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects experience, skill set, and geographic location. The typical hourly pay range for this role is $17.00 – $34.15, with eligibility for performance‑based bonuses and short‑term incentives.

Our comprehensive benefits suite includes:

• Medical, dental, and vision plans with multiple coverage options to suit individual needs.
• 401(k) retirement plan with company matching contributions.
• Employee stock purchase plan (ESPP) allowing you to invest in arenaflex’s future.
• Paid time off, flexible scheduling, and holiday pay aligned with business needs.
• Wellness programs at no cost to employees—including health screenings, tobacco cessation, weight‑management, and mental‑health counseling.
• Financial wellness resources such as budgeting tools, tuition assistance, and retirement planning.
• Family‑friendly benefits like parental leave, dependent care resources, and caregiver support.
• Access to a robust internal learning portal with courses on communication, conflict resolution, and career advancement.

Application Process & Important Dates

We encourage interested candidates to submit their applications promptly. The application window for this opening will close on 08/21/2025. arenaflex is an equal‑opportunity employer; all qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Next Steps

If you are passionate about helping others, thrive in a dynamic remote environment, and are eager to grow within a forward‑thinking health‑solutions company, we want to hear from you. Click the link below to apply and begin your journey with arenaflex.

Apply to this job

Join arenaflex today and become a vital part of a team that transforms lives, one conversation at a time.