**Experienced Worklife Customer Support Associate - Employee Assistance Program (Fri-Tue 8:30AM-5:00PM EST)**

Are you passionate about delivering exceptional customer support and making a meaningful impact in people's lives? Do you have a heart for helping others navigate life's challenges? If so, we invite you to join arenaflex's dynamic team as an Experienced Worklife Customer Support Associate - Employee Assistance Program. In this role, you will play a vital part in providing empathetic and professional support to members seeking assistance with our Worklife Employee Assistance Programs (EAP) and management consultant resources. **About arenaflex** arenaflex is a leading healthcare company dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is to bring our heart to every moment of your health, and we strive to make healthcare more personal, convenient, and affordable. At arenaflex, we believe that our employees are the heartbeat of our organization, and we empower them to transform our culture and accelerate innovation. **Job Summary** As an Experienced Worklife Customer Support Associate, you will be responsible for taking incoming calls to support members with the provision and use of Worklife EAP and management consultant resources. You will determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner, and assess client needs to provide accurate and helpful information. You will also recognize crisis situations and evaluate the need for action to minimize risk. **Key Responsibilities** * Determine the purpose of each call by actively listening and interacting with callers * Triage calls in a professional and timely manner * Assess client needs and research 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 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 * Communicate effectively with all internal stakeholders * Utilize relevant Aetna 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 printing and fulfillment needs related to relevant 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 and prioritize multiple tasks * Proficiency in using computer software and systems, including EAP systems and databases * Ability to maintain confidentiality and adhere to enterprise policies and regulatory standards **Preferred Qualifications** * Bachelor of Arts or Bachelor of Science Degree * Education in a social, psychological, or human service field * Experience working in a remote or virtual environment * Familiarity with EAP systems and databases * Certification in a relevant field, such as crisis intervention or counseling **Skills and Competencies** * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and prioritize multiple tasks * Strong problem-solving and critical thinking skills * Ability to maintain confidentiality and adhere to enterprise policies and regulatory standards * Proficiency in using computer software and systems, including EAP systems and databases * Ability to work independently and as part of a team * Strong customer service skills and a commitment to delivering exceptional support **Career Growth Opportunities and Learning Benefits** * arenaflex offers a comprehensive training program to support your growth and development in this role * Opportunities for advancement and career growth within the company * Access to ongoing education and training programs to enhance your skills and knowledge * Collaborative and supportive work environment that encourages learning and growth **Work Environment and Company Culture** * arenaflex is a fully remote company, and this role can be performed from anywhere in the U.S. * Flexible scheduling to accommodate your needs and preferences * Collaborative and supportive work environment that encourages learning and growth * Opportunities for socialization and connection with colleagues through virtual events and activities * arenaflex is committed to creating a diverse and inclusive work environment that values and respects all employees **Compensation, Perks, and Benefits** * Competitive hourly rate: $18.50 - $35.29 * Eligibility for a CVS Health bonus, commission, or short-term incentive program * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement savings plan and Employee Stock Purchase Plan * Fully-paid term life insurance plan and short-term and long-term disability benefits * Paid Time Off (PTO) and paid holidays throughout the calendar year * Access to numerous well-being programs, education assistance, free development courses, and discount programs with participating partners **How to Apply** If you are a motivated and compassionate individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply Job! Apply for this job