Experienced Worklife Customer Support Associate for Employee Assistance Program – Delivering Compassionate Support and Exceptional Customer 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 are tailored to the needs of a rapidly changing world. Our brand, with heart at its core, sends a powerful message that the way we deliver our services is just as important as what we deliver. We believe that everyone who works at arenaflex should feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver personalized, convenient, and affordable healthcare solutions. Our Heart At Work Behaviors Our Heart At Work Behaviors support this purpose and are the foundation of our culture. We strive to create an environment where everyone feels valued, empowered, and inspired to make a difference. We are looking for high-performing individuals who share our passion for delivering exceptional customer service and are committed to supporting our members as their front-door to mental health wellbeing. Job Overview We are seeking an experienced Worklife Customer Support Associate to join our team and play a critical role in delivering an integrated experience across the breadth of our services, including mental health, behavioral health, medical products, and placement services. As a Chat Specialist Agent, you will be responsible for monitoring and responding to inbound messages and outbound calls, supporting our provider services, and working seamlessly with our AI chatbot to deliver a combination of human interaction and AI transaction. Key Responsibilities Promptly respond to incoming chats within the standard greeting approved timeframe Determine the purpose of incoming chats by focusing on members' written messages and interacting with callers, providing resources through chat and email Assess clients' needs, research, and structure communication by providing information to members 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 to initiate the case and document comments and information thoroughly and professionally Triage calls in a professional and timely manner if needed Communicate effectively with all internal stakeholders 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 Requirements and Qualifications To be successful in this role, you should have: 1-3 years of experience in customer service Basic computer knowledge Proficiency in all Microsoft Office products A high school diploma Preferred qualifications include: Experience in a call center environment Mental health and human services background Experience working in RFL/Employee Assistance Program An associate's or bachelor's degree in a social, psychological, or human service field or equivalent experience Technical Requirements To perform this role, you will need to have a reliable internet connection with a minimum speed of 25mbps/3mbps. A hardwired connection is required, and you should consider the internet usage of others in your household during your scheduled working hours. You may need to obtain a higher speed internet connection to ensure that your ability to perform your work is not affected. What We Offer At arenaflex, we offer a competitive pay range of $18.50 - $35.29 per hour, depending on experience, education, geography, and other relevant factors. You will also be eligible for a bonus, commission, or short-term incentive program in addition to your base pay. Our comprehensive benefits package includes medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and a fully-paid term life insurance plan. We also offer numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. Work Environment and Culture As a fully remote role, you will have the flexibility to work from anywhere in the U.S. Our culture is built on the principles of empathy, compassion, and respect, and we strive to create an environment where everyone feels valued, empowered, and inspired to make a difference. We believe in the importance of work-life balance and offer paid time off, holidays, and sick time to ensure that you can recharge and prioritize your well-being. Conclusion If you are a compassionate and customer-focused individual who is passionate about delivering exceptional support and service, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Worklife Customer Support Associate, you will play a critical role in supporting our members and helping them navigate their mental health wellbeing journey. Don't miss this chance to make a difference and join a team that is dedicated to bringing heart to every moment of health. Apply for this job