Experienced Customer Support Associate for Employee Assistance Programs – Delivering Compassionate Support and Exceptional Service in a Fully Remote Environment

Introduction to arenaflex At arenaflex, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle inspires our commitment to delivering human-centric healthcare solutions that make a meaningful difference in people's lives. As a leader in the healthcare industry, we recognize the importance of empathy, compassion, and personalized support in transforming the way we care for our members. Our Heart At Work Behaviors support this purpose, empowering every team member to play a vital role in shaping our culture and driving innovation. Job Overview We are seeking a dedicated and empathetic Customer Support Associate to join our team, providing exceptional support to members utilizing our Worklife Employee Assistance Programs (EAP) and management consultant resources. As a key member of our customer support team, you will be responsible for taking incoming calls, assessing member needs, and connecting them with relevant resources and services. This is a fully remote role, offering the flexibility to work from anywhere in the U.S. Key Responsibilities Determine the purpose of each call by actively listening to 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 the need for action to minimize risk Perform research in internal databases and online to identify potential providers and resources Enter member information into the appropriate EAP system, documenting 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 and requests for services and resources Communicate effectively with all internal stakeholders, utilizing relevant databases to research and identify validated member resources Make outbound calls as appropriate to identify and assist with securing member resources and/or services Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned Essential Qualifications To be successful in this role, you will need: 1+ years of experience in a call center environment Experience in a social, psychological, or human service field, providing client support A high school diploma or equivalent Technical requirements for personal residential internet service, including a minimum of 25mbps/3mbps and a hardwired connection Preferred Qualifications While not required, the following qualifications are preferred: Bachelor of Arts or Bachelor of Science Degree Advanced education or training in a related field Skills and Competencies To excel in this role, you will need to possess: Excellent communication and interpersonal skills Empathy and compassion, with the ability to provide supportive and non-judgmental support to members Strong problem-solving and critical thinking skills, with the ability to assess complex situations and develop effective solutions Ability to work in a fast-paced environment, prioritizing multiple tasks and managing time effectively Strong technical skills, including proficiency in internal databases and online research tools Career Growth and Development At arenaflex, we are committed to supporting the growth and development of our team members. As a Customer Support Associate, you will have access to: Comprehensive training programs, including a six-week training period to ensure your success in the role Ongoing coaching and feedback, with regular performance evaluations and opportunities for growth and advancement Professional development opportunities, including education assistance and free development courses Work Environment and Culture At arenaflex, we pride ourselves on our positive and supportive work environment. As a fully remote team, we recognize the importance of staying connected and engaged. You can expect: A dynamic and collaborative team environment, with regular virtual meetings and team-building activities A culture of empathy and compassion, with a focus on delivering exceptional support to our members Recognition and reward programs, including bonuses, commissions, and short-term incentive programs Compensation and Benefits As a Customer Support Associate at arenaflex, you can expect a competitive salary range of $18.50 - $35.29 per hour. In addition to your base salary, you will be eligible for a range of benefits, including: Medical, dental, and vision benefits 401(k) retirement savings plan and Employee Stock Purchase Plan Term life insurance, short-term and long-term disability benefits Paid Time Off (PTO) and paid holidays Well-being programs, education assistance, and discount programs with participating partners Conclusion If you are a compassionate and empathetic individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. As a Customer Support Associate at arenaflex, you will play a vital role in transforming the way we care for our members, providing personalized support and connecting them with the resources they need to thrive. Join our team and discover a career that is both rewarding and challenging, with opportunities for growth and development in a dynamic and supportive environment. Apply for this job