Experienced EAP Worklife Customer Support Associate – Delivering Compassionate Support and Resources to Members and Families in a Fully Remote Environment

Welcome to arenaflex At arenaflex, we are driven by a single, clear purpose: to bring our heart to every moment of our members' health and wellbeing. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Our Heart At Work Behaviors support this purpose, empowering every colleague to feel valued and play a vital role in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable. Job Overview We are seeking a highly skilled and compassionate EAP Worklife Customer Support Associate to join our team. As a front-door to Mental Health Wellbeing, you will provide exceptional support to our members and their families, delivering an integrated experience across the breadth of our services and resources. This is a fully remote role, offering the flexibility to work from anywhere in the U.S. The shift for this position is Sunday to Thursday, 1:30 pm to 10:00 pm EST, and you will be expected to work holidays. Please note that schedules may be adjusted based on business needs. Key Responsibilities Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner Assess clients' needs, researching and articulately communicating information regarding pertinent EAP/Worklife services and resources Recognize crisis situations and evaluate for needed 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 Provide team member support, receiving calls transferred from counselors and providing immediate member assistance Schedule appointments for members with counselors and assist team members with necessary activities to effectively respond to member inquiries Communicate effectively with all internal stakeholders, utilizing 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 printing and fulfillment needs, maintaining an inventory of materials in the EAP system Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned 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 Career Growth and Development 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 values innovation, collaboration, and compassion, and you will have the opportunity to make a meaningful difference in the lives of our members and their families. Work Environment and Company Culture arenaflex is a company that puts its heart into caring for its colleagues and communities. We offer a supportive and inclusive work environment that values diversity, equity, and inclusion. Our colleagues are empowered to bring their whole selves to work, and we strive to create a culture that is welcoming, respectful, and inclusive of all. Compensation and Benefits The typical pay range for this role is $18.50 - $31.72 per hour. In addition to your compensation, you will enjoy a range of benefits, including medical, dental, and vision benefits, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. You will also have access to numerous well-being programs, education assistance, and discount programs with participating partners. As an arenaflex colleague, you will enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Conclusion If you are a compassionate and skilled customer support professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As an EAP Worklife Customer Support Associate at arenaflex, you will be part of a team that is dedicated to delivering exceptional support and resources to our members and their families. You will have the opportunity to make a meaningful difference in the lives of others, while also growing and developing your skills and career. Apply now to join our team and start your journey with arenaflex! Apply for this job