Experienced Worklife Customer Support Associate – Employee Assistance Program at arenaflex

Are you passionate about delivering exceptional customer support and making a meaningful impact in people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. As a key member of our team, you will play a vital role in providing empathetic and expert support to our members, helping them navigate life's challenges and achieve their goals.

About arenaflex

arenaflex is a leading healthcare company dedicated to delivering innovative, patient-centered solutions that transform the way healthcare is experienced. Our purpose is to bring our heart to every moment of our members' health, and we're committed to making healthcare more personal, convenient, and affordable. With a strong focus on culture and community, we're proud to be recognized as a Top Workplace in the area.

Job Summary

As an Experienced Worklife Customer Support Associate – Employee Assistance Program, you will be responsible for providing exceptional support to our members through inbound and outbound calls, emails, and chats. You will work closely with our team to assess member needs, research and communicate relevant EAP/Worklife services and resources, and provide crisis intervention and support when needed. Your expertise and empathy will help our members navigate life's challenges, from finding childcare and eldercare to managing mental health and wellness.

Key Responsibilities

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

• Assess client needs, research, and articulate 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
• 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+ years of experience in a call center environment

• Experience in a social, psychological, or human service field providing client support
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and critical thinking skills
• Ability to maintain confidentiality and adhere to enterprise policies and regulatory standards
• High school diploma or equivalent required; Bachelor's degree preferred

Preferred Qualifications

* Bachelor's degree in a related field (e.g., social work, psychology, human services)

• Experience working with EAP/Worklife programs or similar services
• Strong knowledge of EAP/Worklife services and resources
• Experience working in a remote or virtual environment

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and critical thinking skills
• Ability to work in a fast-paced, dynamic environment
• Strong attention to detail and organizational skills
• Ability to maintain confidentiality and adhere to enterprise policies and regulatory standards
• Strong technical skills, including proficiency in Microsoft Office and Google Suite
• Ability to learn and adapt to new systems and technologies quickly

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to the growth and development of our employees. We offer a range of training and development programs, including on-the-job training, coaching, and mentoring.

• Opportunities for advancement and career growth within the company
• Access to a range of learning resources, including online courses, webinars, and conferences
• Collaborative and supportive work environment

Work Environment and Company Culture

* arenaflex is a fully remote company, and this role will be performed from a home-based setting.

• Flexible scheduling to accommodate your needs and preferences
• Collaborative and supportive work environment
• Opportunities for socialization and connection with colleagues through virtual events and activities
• arenaflex is committed to diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and inclusive for all employees.

Compensation, Perks, and Benefits

* Competitive hourly rate: $17.00 - $25.65

• Bonus, commission, or short-term incentive program eligibility
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement savings plan and Employee Stock Purchase Plan eligibility
• Paid time off (PTO) and paid holidays
• Access to a range of well-being programs, including mental health resources and employee assistance programs
• Free development courses and education assistance
• CVS store discount and discount programs with participating partners

How to Apply

If you're passionate about delivering exceptional customer support and making a meaningful impact in people's lives, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and learn more about our company culture and benefits. Apply Now We look forward to hearing from you! Apply for this job