Experienced EAP Worklife Customer Support Associate – Delivering Compassionate Support and Resources to Individuals and Families

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 enhanced, human-centric healthcare in a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We are now seeking a highly skilled and compassionate EAP Worklife Customer Support Associate to join our team, providing critical support and resources to individuals and families in need. Job Overview This is a fully remote role, offering the flexibility to work from anywhere in the U.S. The shift for this position is Sunday through Thursday, 1:30 pm to 10:00 pm EST, with the understanding that holiday work is expected and schedules may be adjusted based on business needs. Our call center operates 24/7, ensuring that we are always available to support our members. Key Responsibilities Determine the purpose of calls by actively listening to and interacting with callers, triaging calls in a professional and timely manner. Assess clients' 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, initiating cases and documenting comments and information thoroughly and professionally. Provide team member support by receiving calls transferred from counselors and offering immediate member assistance. Schedule appointments for members with counselors and assist team members with necessary activities to respond effectively to member inquiries. Communicate effectively with all internal stakeholders and utilize relevant databases to research and identify validated, appropriate member resources. Make outbound calls as appropriate to identify and assist with securing member resources and/or services. Assist team members with administrative tasks, including printing and fulfillment needs, and maintain an inventory of materials in the EAP system. Essential Qualifications 1 year of customer service and call center experience. 1 year of experience in a social, psychological, or human service field providing client support. Basic computer knowledge, including Microsoft Office Suite, Word, Excel, Teams, etc. High School Diploma or equivalent GED. Preferred Qualifications 1 year of Behavioral Health experience. Skills and Competencies To succeed in this role, you will need to possess excellent communication and interpersonal skills, with the ability to empathize with members and provide compassionate support. You should be proactive, able to work independently, and have strong problem-solving skills. The ability to maintain confidentiality and adhere to enterprise policies, EAP, and Worklife policies and procedures is essential. Proficiency in using relevant databases and technology, including our EAP system, is also required. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our colleagues. As an EAP Worklife Customer Support Associate, you will have access to a range of training and development opportunities, including free development courses and education assistance. You will be part of a dynamic team that is passionate about delivering exceptional support and resources to our members, and you will have the opportunity to make a real difference in the lives of individuals and families. Work Environment and Company Culture arenaflex is a company that truly cares about the well-being of our colleagues and the communities we serve. We offer a supportive and inclusive work environment, with a range of benefits and perks designed to promote your physical, emotional, and financial well-being. From our comprehensive medical, dental, and vision benefits to our 401(k) retirement savings plan and Employee Stock Purchase Plan, we are committed to supporting your overall health and happiness. Compensation, Perks, and Benefits The typical pay range for this role is $18.50 - $31.72 per hour, depending on experience, education, geography, and other relevant factors. In addition to your compensation, you will be eligible for a range of benefits, including paid time off, paid holidays, and discounts on products and services. You will also have access to our well-being programs, education assistance, and free development courses, designed to support your career growth and personal development. Conclusion If you are a compassionate and skilled customer support professional looking for a challenging and rewarding role, we encourage you to apply for the EAP Worklife Customer Support Associate position at arenaflex. As a member of our team, you will have the opportunity to make a real difference in the lives of individuals and families, while also growing and developing your career in a supportive and inclusive environment. Don't miss this opportunity to join a company that truly cares about the well-being of our colleagues and the communities we serve. Apply now to start your journey with arenaflex! Apply for this job