**Experienced Customer Service Representative – Employee Assistance Program (Sun, Tues-Thur 12:30PM-11:00PM EST)**

At arenaflex, we're dedicated to delivering exceptional human-centric health care that's both personal and convenient. Our purpose is to bring our heart to every moment of your health, and we're looking for talented individuals to join our team as Experienced Customer Service Representatives for our Employee Assistance Program (EAP). **About arenaflex** arenaflex is a leading health care company that's committed to transforming the way we deliver health care. With a focus on innovation, convenience, and affordability, we're creating a brighter future for our customers and our communities. Our Heart At Work Behaviors support our purpose, empowering our employees to make a meaningful impact in the lives of others. **Position Summary** As an Experienced Customer Service Representative for our EAP, you'll play a critical role in supporting the provision and use of our Employee Assistance Program. You'll be responsible for determining the purpose of each call, triaging calls in a professional and timely manner, and connecting members with additional and appropriate benefits and external resources. **What You'll Do** * Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner * Take inbound calls and chats from members, connecting them with additional and appropriate benefits and external resources * Support members with troubleshooting and deescalating where needed, embodying CVS Core values in each interaction * Assess client needs, research, and articulate information regarding pertinent EAP 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 the case 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 * Utilize relevant Aetna databases to research and identify validated, appropriate member resources * Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned * Comply with policies and regulatory standards, protecting the confidentiality of member information and adhering to enterprise policies and EAP policies and procedures * Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements **Required Qualifications** * 1+ years' experience in a call center environment * Experience in a social, psychological, or human service field providing client support * 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 + Consider the internet usage of others in the household during your scheduled working hours **Preferred Qualifications** * Mental health or Human services background * 1-3 years of healthcare experience **Education** * High School Diploma **Pay Range** 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 CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above. **Benefits** In addition to your compensation, enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex 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. arenaflex 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, arenaflex employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. **Work Environment and Company Culture** As an arenaflex employee, you'll be part of a dynamic and supportive team that's passionate about delivering exceptional health care. Our company culture is built on our Heart At Work Behaviors, which empower our employees to make a meaningful impact in the lives of others. We're committed to creating a work environment that's inclusive, diverse, and supportive, where everyone feels valued and empowered to succeed. **Career Growth Opportunities and Learning Benefits** arenaflex is 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 education assistance. Our employees also have access to a range of learning benefits, including free development courses, online training, and certification programs. **How to Apply** If you're passionate about delivering exceptional health care and making a meaningful impact in the lives of others, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application. The application window for this opening will close on 11/17/2024. **Equal Employment Opportunity** Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply Job! Apply for this job