Worklife Customer Support Associate – Remote Employee Assistance & Behavioral Health Services (Full‑Time, Mon‑Fri 9:30 am‑6 pm EST)

About arenaflex – A Purpose‑Driven Leader in Health & Wellbeing

At arenaflex, we believe that health is more than a set of metrics – it’s a deeply personal journey that touches every moment of life. Our purpose, “Bringing our heart to every moment of your health,” drives a culture where compassion, innovation, and accessibility intersect. As a global provider of health‑focused solutions, arenaflex delivers integrated services that blend medical, behavioral, and wellness expertise to empower individuals, families, and communities.

Our Heart At Work behaviors reinforce this purpose, encouraging every team member to act as a catalyst for positive change. Whether you’re supporting a member in crisis, guiding an employee through a benefit question, or collaborating with cross‑functional partners, you’ll be part of a mission‑focused organization that values empathy, continuous learning, and personal growth.

Position Overview – Your Role as a Worklife Customer Support Associate

The Worklife Customer Support Associate is the front‑door champion for mental health and employee assistance services. Working fully remotely from anywhere in the United States, you will serve as a trusted point of contact for members, employees, and partners seeking guidance on the Employee Assistance Program (EAP), behavioral health benefits, and related resources. Your day‑to‑day responsibilities blend compassionate communication, diligent case management, and proactive problem‑solving to ensure that every individual receives the right support at the right time.

This full‑time, Monday‑through‑Friday role (9:30 am – 6:00 pm EST) operates within a 24/7 call‑center environment, meaning you may be called upon for holiday coverage or schedule adjustments based on business needs. The position offers the flexibility of a work‑from‑home setup, provided you meet the technical and privacy requirements outlined below.

Key Responsibilities

Core Service Delivery

• Provide timely, empathetic assistance to members and employees regarding EAP, work‑life, and behavioral health benefits.
• Coordinate access to employer resources, counseling services, and crisis‑intervention programs.
• Maintain accurate case documentation in the arenaflex EAP system, ensuring compliance with risk‑management and regulatory standards.
• Conduct thorough research using internal databases and external resources to identify appropriate providers, support groups, and community services.
• Utilize screening tools to assess urgency, triage calls, and transfer high‑risk cases to qualified clinical professionals.
• Serve as a single point of contact for inquiries received via phone, email, chat, or digital messaging platforms.

Member Support & Interaction

• Actively listen to callers, determine the purpose of each interaction, and tailor responses to individual needs.
• Explain program eligibility, benefits, and processes in clear, jargon‑free language.
• Document all interactions, outcomes, and follow‑up actions with precision and professionalism.
• Identify social determinants of health (e.g., financial stress, housing instability) and connect members with relevant arenaflex resources or external partners.
• Provide follow‑up calls and administrative support to ensure continuity of care and satisfaction.

Compliance & Quality Assurance

• Uphold confidentiality standards and protect member information in accordance with HIPAA, arenaflex policies, and applicable regulations.
• Adhere to established protocols, standards, and performance metrics while continuously seeking process improvements.
• Participate in regular training, quality audits, and peer‑review sessions to maintain high service standards.

Qualifications – What We’re Looking For

Required Qualifications

• Minimum 1 year of customer service or call‑center experience, preferably in a health‑related environment.
• At least 1 year of experience in a social, psychological, or human‑services role that involved direct client support.
• Proficiency with Microsoft Office Suite (Word, Excel, Teams) and comfort navigating web‑based case management tools.
• Strong written and verbal communication skills, with the ability to convey complex information in an accessible manner.
• Demonstrated ability to multitask, manage high‑volume call loads, and maintain composure under pressure.

Preferred Qualifications

• Experience (≥ 1 year) in behavioral health, counseling, or related mental‑health support services.
• Bachelor’s degree in psychology, social work, human services, or a related field, or equivalent professional experience.
• Familiarity with EAP platforms, crisis‑intervention protocols, and mental‑health resource networks.
• Previous remote work experience with a proven track record of self‑discipline and productivity.

Essential Skills & Competencies

• Empathy & Active Listening: Ability to understand and respond to the emotional needs of callers.
• Analytical Thinking: Quickly assess situations, identify appropriate resources, and make sound decisions.
• Technical Proficiency: Comfortable using dual monitors, headsets, and internet‑based communication tools.
• Organizational Skills: Accurate documentation, case tracking, and follow‑up coordination.
• Team Collaboration: Work effectively with internal stakeholders, including care partners, compliance officers, and IT support.
• Adaptability: Flexibility to adjust schedules, handle holiday coverage, and respond to evolving business needs.

Work Environment & Remote Workspace Requirements

This role is fully remote, but success depends on a professional, distraction‑free workspace that safeguards member privacy. Candidates must meet the following technical criteria:

• Dedicated home office with a closed door and a separate workspace.
• Dual monitors and a high‑quality headset for clear communication.
• Hard‑wired broadband or fiber internet connection with a minimum download speed of 400 Mbps and upload speed of 10‑20 Mbps.
• Reliable power source and backup plan for internet outages.
• Compliance with arenaflex’s security standards, including the use of a 4‑port modem (the fourth port dedicated to work‑related internet traffic).

Compensation, Benefits & Perks

arenaflex offers a competitive hourly wage ranging from $18.50 to $35.29, commensurate with experience, education, and geographic location. In addition to base pay, eligible employees may participate in performance‑based bonuses, commissions, or short‑term incentive programs.

Our comprehensive benefits package includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement savings plan with employer matching contributions.
• Employee Stock Purchase Plan (ESPP) allowing you to invest in arenaflex’s future.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), paid holidays, and sick leave in line with state regulations.
• Well‑being programs such as mental‑health resources, fitness discounts, and mindfulness workshops.
• Education assistance, free development courses, and tuition reimbursement for continued learning.
• Employee discount on arenaflex‑affiliated retail stores and partner programs.

Career Growth & Development Opportunities

At arenaflex, your career trajectory is shaped by your ambition and the support you receive. As a Worklife Customer Support Associate, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Continuous training on behavioral health trends, EAP best practices, and advanced communication techniques.
• Opportunities to transition into specialized roles such as Behavioral Health Coordinator, Case Management Lead, or Quality Assurance Analyst.
• Cross‑functional projects that expose you to product development, data analytics, and strategic planning.
• Leadership pathways for those who demonstrate initiative, problem‑solving acumen, and a passion for service excellence.

Why Join arenaflex?

Choosing arenaflex means aligning yourself with a purpose‑driven organization that puts people first. You’ll be part of a collaborative, inclusive community where every voice matters, and where your contributions directly impact the wellbeing of millions. Our remote‑first philosophy empowers you to balance professional growth with personal flexibility, while our robust support systems ensure you have the tools, resources, and encouragement needed to thrive.

If you are motivated by helping others, enjoy navigating complex health‑service ecosystems, and thrive in a dynamic, remote environment, we invite you to bring your heart to arenaflex.

How to Apply

Ready to make a meaningful difference? Click the link below to submit your application and start your journey with arenaflex today.

Apply Now – Join arenaflex!

Equal Opportunity Statement

arenaflex is an equal opportunity employer. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.