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. As a key member of our customer support 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**
At arenaflex, we're committed to delivering innovative, human-centric healthcare solutions that put our members at the forefront of everything we do. Our purpose is to bring our heart to every moment of our members' health, and we're passionate about creating a culture that empowers our employees to make a real difference in people's lives. As a Worklife Customer Support Associate, you'll be part of a talented team that shares our purpose and is dedicated to delivering exceptional customer support.
**Role Overview**
As an Experienced Worklife Customer Support Associate, you will be responsible for providing expert support to our members via phone, email, and other communication channels. Your primary focus will be on supporting members with the provision and use of Worklife Employee Assistance Programs (EAP) and management consultant resources. You will work closely with our team to assess member needs, research and communicate relevant information, and provide timely and effective solutions to their concerns.
**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 necessary 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, and maintaining an inventory of materials
* Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned
**Essential Qualifications**
* 1+ years' 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 analytical skills
* Ability to maintain confidentiality and handle sensitive information
* Proficiency in using computer software and systems, including CRM and database management systems
**Preferred Qualifications**
* Bachelor of Arts or Bachelor of Science Degree
* Experience working in a remote or virtual environment
* Familiarity with EAP and Worklife programs
* Strong knowledge of relevant laws and regulations, including HIPAA and FERPA
**Workspace Requirements**
* Technical requirements 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
+ Consider the internet usage of others in the household during your scheduled working hours
* Recommended technical requirements when obtaining your own 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
+ Consider the internet usage of others in the household during your scheduled working hours
**Compensation and Benefits**
* The typical pay range for this role is: $17.00 - $25.65
* 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
* In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities
* The Company offers a full range of medical, dental, and vision benefits
* Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees
* The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits
* CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners
* As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year
**Why Join arenaflex?**
* As a Worklife Customer Support Associate, you will be part of a talented team that shares our purpose and is dedicated to delivering exceptional customer support
* You will have the opportunity to make a real difference in people's lives and contribute to the success of our organization
* You will be supported by a comprehensive training program and ongoing professional development opportunities
* You will have access to a range of benefits and rewards that recognize your hard work and dedication
* You will be part of a dynamic and inclusive culture that values diversity, equity, and inclusion
**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 submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Application Deadline**
We anticipate the application window for this opening will close on: 03/07/2025
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.