At arenaflex, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.
**Job Summary:**
We are seeking high-performing individuals to deliver an enhanced customer service experience, to join our team. This team will support members as their front-door to Mental Health Wellbeing. The Chat Support Associate will be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, Medical products, and Placement services to ensure every member and their families get the right support for their unique mental wellbeing needs.
**Role Overview:**
* Schedule: Wednesday-Saturday, 3:30PM - 2:00AM EST (schedules may be adjusted based on business need)
* Training Requirements: First six weeks of employment will be training on Monday-Friday, 9:00AM-5:30PM EST
* Holiday/PTO Requirements: As a 24-hour chat center operation, we will treat holidays as normal working business days, unless you have been approved for time off
* Fully remote role and is able to work anywhere in the U.S.
**Key Responsibilities:**
* Promptly responds to incoming chats within the standard greeting approved timeframe
* Determines purpose of incoming chat by focusing on the members' written messages and interacting with callers and provides resources through chat and email
* Assesses client's needs; researches and structures communication by information members 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
* Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements
* Agent will triage calls in a professional and timely manner if needed
* Communicates effectively with all internal stakeholders
* Makes outbound calls as appropriate to identify and assist with securing member resources and/or services
* Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned
**Essential Qualifications:**
* 1-3 years' experience in customer service experience
* Basic computer knowledge
* Proficiency in all Microsoft Office products
* 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
**Preferred Qualifications:**
* Experience in a call center environment
* Mental health and human services background preferred
* Experience working in RFL/Employee Assistance Program Associate's or bachelor's degree in a social, psychological, or human service field or equivalent experience preferred
**Education:**
* High School Diploma
**Anticipated Weekly Hours:**
* 40 hours per week
**Time Type:**
* Full-time
**Pay Range:**
* The typical pay range for this role is: $17.00 - $28.46
* This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls
* The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors
* This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above
**Career Growth Opportunities and Learning Benefits:**
* Our people fuel our future. Our teams reflect the customers, patients, members, and communities we serve, and we are committed to fostering a workplace where every colleague feels valued and that they belong
* Great benefits for great people: We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be
* In addition to our competitive wages, our great benefits include: Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
* No-cost programs for all colleagues including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching
* Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility
**Work Environment and Company Culture Highlights at arenaflex:**
* Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people
* 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
**How to Apply:**
If you're passionate about delivering exceptional customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex website URL] to learn more about this role and to submit your application.