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 thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join our team at arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. At arenaflex, we're committed to revolutionizing the way we approach healthcare and wellness. Our Employee Assistance Program (EAP) is designed to provide members with access to a wide range of resources and services to help them navigate life's challenges. As a Worklife Customer Support Associate, you'll play a vital role in connecting members with the support they need, when they need it most.

About arenaflex

arenaflex is a leading healthcare company dedicated to delivering innovative solutions that put people at the forefront of healthcare. Our mission is to make healthcare more personal, convenient, and affordable for everyone. We're passionate about creating a culture that values empathy, compassion, and collaboration, and we're committed to fostering a workplace that's inclusive, diverse, and supportive.

Role Overview

As an Experienced Worklife Customer Support Associate, you'll be responsible for providing exceptional customer support to members who are seeking assistance with our EAP services. You'll work closely with internal stakeholders to ensure seamless communication and collaboration, and you'll be empowered to make decisions that drive positive outcomes for our members.

Key Responsibilities

* Determine the purpose of each call by actively listening and interacting with callers, and triage 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

• 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 with multiple priorities and deadlines
• Strong problem-solving and critical thinking skills
• Ability to maintain confidentiality and handle sensitive information
• Proficiency in using technology, including CRM systems and databases

Preferred Qualifications

* Bachelor of Arts or Bachelor of Science Degree

• Experience working with EAP services and resources
• Knowledge of relevant laws and regulations related to EAP services
• Experience working in a remote environment

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 will introduce the risk of performance degradation
• Consider the internet usage of others in the household during your scheduled working hours

Benefits and Perks

* Competitive hourly rate: $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
• Access to numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners

Career Growth Opportunities

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including on-the-job training, mentorship, and coaching. Our employees have the opportunity to take on new challenges and responsibilities, and we encourage them to pursue their passions and interests.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a culture that's supportive, collaborative, and empowering. Our employees are passionate about making a difference in people's lives, and we're proud to be a leader in the healthcare industry.

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 learn more about our company culture, benefits, and career growth opportunities. Apply for this job