Experienced Worklife Chat Support Associate for Employee Assistance Program – Delivering Compassionate Support and Resources to Members via Chat and Email

Introduction to blithequark At blithequark, we are dedicated to transforming the health and wellbeing landscape by providing compassionate, convenient, and connected support to our members. As a leading health solutions company, we pride ourselves on our commitment to delivering exceptional customer experiences and fostering a workplace culture that values diversity, equity, and inclusion. Our team of passionate and purpose-driven colleagues is at the heart of our success, and we are excited to welcome talented individuals who share our vision to join our family. Job Overview We are seeking a highly skilled and empathetic Worklife Chat Support Associate to join our Employee Assistance Program (EAP) team. As a Chat Support Associate, you will play a vital role in delivering an enhanced customer service experience to our members, providing them with timely and effective support and resources to address their mental health and wellbeing needs. This is a unique opportunity to make a meaningful difference in the lives of our members and their families, and we are looking for individuals who are passionate about delivering exceptional support and care. Key Responsibilities Promptly respond to incoming chats within the standard greeting approved timeframe, ensuring that members receive timely and effective support. Determine the purpose of incoming chats by focusing on members' written messages and interacting with callers, providing resources and support through chat and email. Assess clients' needs, research and structure communication, and provide information regarding pertinent EAP/Worklife services and resources. Recognize crisis situations and evaluate the need for action to minimize risk, ensuring that members receive the support and care they need in a timely and effective manner. Perform research in internal databases and online to identify potential providers and resources, and enter member information into the appropriate EAP system to initiate the case. Maintain accurate and complete internal documentation of required information, meeting risk management and regulatory requirements. Triage calls in a professional and timely manner, communicating effectively with all internal stakeholders and making 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 1-3 years of experience in customer service, with a strong focus on delivering exceptional support and care to clients. Basic computer knowledge and proficiency in all Microsoft Office products. Technical requirements for personal residential internet service, including a minimum of 25mbps/3mbps and a hardwired connection (ethernet connection). High School Diploma or equivalent required. Preferred Qualifications Experience in a call center environment, with a strong focus on delivering exceptional customer experiences. Mental health and human services background, with a strong understanding of the complexities of mental health and wellbeing. Associate's or bachelor's degree in a social, psychological, or human service field, or equivalent experience. Experience working in RFL/Employee Assistance Program, with a strong understanding of the services and resources available to support members. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to supporting the growth and development of our colleagues, providing opportunities for learning and professional development that help them achieve their career goals. As a Worklife Chat Support Associate, you will have access to a range of training and development programs, including: Comprehensive training program, designed to equip you with the skills and knowledge you need to deliver exceptional support and care to our members. Ongoing coaching and feedback, to help you continue to grow and develop in your role. Opportunities for career advancement, with a range of roles and opportunities available across the organization. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment, where colleagues feel valued, respected, and empowered to make a difference. Our company culture is built on a set of core values that reflect our commitment to delivering exceptional support and care to our members, including: A focus on compassion, empathy, and kindness, in everything we do. A commitment to diversity, equity, and inclusion, with a strong focus on creating a workplace culture that values and celebrates difference. A emphasis on teamwork and collaboration, with a strong focus on working together to achieve our goals and make a meaningful difference in the lives of our members. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support the wellbeing and success of our colleagues, including: A competitive hourly rate, with opportunities for career advancement and growth. A comprehensive benefits package, including medical, dental, and vision coverage, as well as a range of other benefits and perks. A positive and supportive work environment, with a strong focus on work-life balance and wellbeing. Opportunities for professional development and growth, with a range of training and development programs available. Conclusion If you are a compassionate and empathetic individual who is passionate about delivering exceptional support and care to others, we encourage you to apply for this exciting opportunity to join our team as a Worklife Chat Support Associate. At blithequark, we are committed to making a meaningful difference in the lives of our members, and we are looking for talented and dedicated individuals who share our vision to join our family. Apply today to take the first step towards a rewarding and challenging career with a leading health solutions company. Apply for this job