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 arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. In this critical role, you will be the first point of contact for members seeking support with our Worklife Employee Assistance Programs (EAP) and management consultant resources. Your empathetic listening skills, expertise in navigating complex situations, and ability to communicate effectively will make a significant difference in the lives of our members.

About arenaflex

At arenaflex, we're dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is simple yet profound: Bringing our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, empowering our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.

Job Summary

As an Experienced Worklife Customer Support Associate – Employee Assistance Program, you will be responsible for taking incoming calls to support members with the provision and use of Worklife EAP and management consultant resources. Your primary goal will be to determine the purpose of each call, triage it in a professional and timely manner, and assess the client's needs to provide accurate and empathetic support. You will also be responsible for researching and articulately communicating information regarding pertinent EAP/Worklife services and resources, recognizing crisis situations, and evaluating for needed action to minimize risk.

Key Responsibilities

- Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner. - Assesses client's needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources. - Recognizes crisis situations and evaluates for needed action to minimize risk. - Performs appropriate research in internal databases and online to identify potential providers and resources. - Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally. - Receives calls transferred from counselors and provides immediate member assistance. - Schedules appointments for members with counselors. - Assists 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, finding eldercare, etc. - Communicates effectively with all internal stakeholders. - Utilizes relevant arenaflex databases to research and identify validated, appropriate member resources. - Makes outbound calls as appropriate to identify and assist with securing member resources and/or services. - Assists 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 appropriate EAP system, maintaining an inventory of materials. - Provides 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 with multiple priorities. - Strong problem-solving and analytical skills. - Ability to maintain confidentiality and handle sensitive information. - Proficiency in using computer systems and software applications.

Preferred Qualifications

- Bachelor of Arts or Bachelor of Science Degree. - Experience working with EAP or similar programs. - Knowledge of relevant laws and regulations related to EAP and mental health services.

Workspace Requirements

- Technical Requirement for personal residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). Select a minimum of 25mbps/3mbps. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.

Work Environment and Culture

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area. As a remote employee, you'll have the flexibility to work from anywhere in the U.S. and enjoy a range of benefits, including: - Competitive pay range: $17.00 - $25.65 per hour. - Comprehensive benefits package, including medical, dental, and vision insurance. - 401(k) retirement savings plan and Employee Stock Purchase Plan. - Paid Time Off (PTO) and paid holidays. - Opportunities for professional growth and development. - Recognition programs and rewards for outstanding performance.

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 arenaflex and our commitment to delivering enhanced human-centric healthcare. Apply now to join our team and become a part of something bigger than yourself. Apply Job! Apply for this job