Experienced EAP Worklife Customer Support Associate – Delivering Exceptional Member Experiences in a Fully Remote, Dynamic Call Center Environment (Sunday-Thursday 1:30pm-10:00pm EST)

Introduction to blithequark and Our Mission At blithequark, we are driven by a clear and compelling purpose: to bring our heart to every moment of our customers' health. This purpose is the foundation of 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 looking for talented and compassionate individuals to join our team as an EAP Worklife Customer Support Associate, where you will play a vital role in supporting our members as their front-door to mental health wellbeing. As a leader in the healthcare industry, blithequark is dedicated to providing innovative solutions that improve the lives of our members. Our team is passionate about delivering exceptional customer experiences, and we are committed to creating a work environment that is supportive, inclusive, and empowering. If you are a motivated and compassionate individual who is looking for a challenging and rewarding career, we encourage you to join our team and be a part of our mission to make a positive impact on the lives of our members. About the Role This is a fully remote role, offering you the flexibility to work from anywhere in the U.S. As an EAP Worklife Customer Support Associate, you will be part of a dynamic call center team that operates 24/7, providing support to our members across various time zones. Your schedule will be Sunday through Thursday, 1:30pm-10:00pm EST, with the expectation of working holidays as scheduled. Please note that schedules may be adjusted based on business needs, ensuring we continue to deliver exceptional service to our members. As a remote employee, you will have the opportunity to work in a comfortable and convenient environment, with the flexibility to balance your work and personal life. Our remote work arrangement is designed to support your productivity and job satisfaction, and we provide the necessary tools and resources to ensure your success in this role. If you are a self-motivated and disciplined individual who is comfortable working in a remote environment, we encourage you to apply for this exciting opportunity. Key Responsibilities Member Support: Determine the purpose of each call by actively listening 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. Crisis Situations: Recognize crisis situations and evaluate the need for action to minimize risk, ensuring the safety and wellbeing of our members. Resource Identification: Perform research in internal databases and online to identify potential providers and resources that meet our members' unique needs. Documentation and Communication: Enter member information into the appropriate EAP system, documenting comments and information thoroughly and professionally. Communicate effectively with all internal stakeholders, including counselors and other team members. Team Member Support: Receive calls transferred from counselors and provide immediate member assistance. Schedule appointments for members with counselors and assist team members with necessary activities to respond to member inquiries and requests for services and resources. Compliance and Regulatory Standards: Protect the confidentiality of member information and adhere to enterprise policies, EAP, and Worklife policies and procedures. Maintain accurate and complete internal documentation that meets risk management and regulatory requirements. Essential Qualifications To be successful in this role, you will need: At least 1 year of customer service and call center experience, with a proven track record of delivering exceptional customer experiences. 1 year of experience in a social, psychological, or human service field, providing client support and demonstrating a deep understanding of the needs of our members. Basic computer knowledge, including Microsoft Office Suite, Word, Excel, Teams, and other relevant software applications. A High School Diploma or equivalent GED, with a strong foundation in communication, empathy, and problem-solving skills. In addition to these qualifications, we are looking for individuals who are passionate about delivering exceptional customer experiences, and who are committed to making a positive impact on the lives of our members. If you are a motivated and compassionate individual who is looking for a challenging and rewarding career, we encourage you to apply for this exciting opportunity. Preferred Qualifications While not required, the following qualifications are highly desirable: 1 year of Behavioral Health experience, with a deep understanding of the complexities of mental health and wellbeing. Experience working in a fast-paced, dynamic call center environment, with the ability to adapt to changing situations and priorities. Strong knowledge of EAP/Worklife services and resources, with the ability to articulate information clearly and concisely to our members. If you have these preferred qualifications, you will be well-positioned to succeed in this role and make a positive impact on the lives of our members. However, if you do not have these qualifications, we still encourage you to apply, as we provide comprehensive training and development opportunities to support your growth and success in this role. Skills and Competencies To excel in this role, you will need to demonstrate the following skills and competencies: Exceptional Communication Skills: The ability to communicate effectively with our members, team members, and other stakeholders, both verbally and in writing. Empathy and Compassion: A deep understanding of the needs and challenges of our members, with the ability to provide empathetic and compassionate support. Problem-Solving Skills: The ability to analyze complex situations, identify solutions, and implement effective plans to support our members. Adaptability and Flexibility: The ability to adapt to changing situations and priorities, with a flexible approach to work and a willingness to learn and grow. In addition to these skills and competencies, we are looking for individuals who are passionate about delivering exceptional customer experiences, and who are committed to making a positive impact on the lives of our members. If you are a motivated and compassionate individual who is looking for a challenging and rewarding career, we encourage you to apply for this exciting opportunity. Career Growth Opportunities and Learning Benefits At blithequark, 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: Comprehensive Training Program: A comprehensive training program that will equip you with the skills and knowledge needed to succeed in this role. Ongoing Coaching and Feedback: Ongoing coaching and feedback from experienced colleagues and leaders, to help you grow and develop in your role. Career Advancement Opportunities: Opportunities for career advancement, both within the call center and across the broader organization. In addition to these opportunities, we offer a range of learning benefits, including tuition reimbursement, online courses, and conferences. We are committed to supporting your growth and development, and we encourage you to take advantage of these opportunities to enhance your skills and knowledge. Work Environment and Company Culture At blithequark, we are proud of our company culture, which is built on a foundation of respect, empathy, and compassion. As an EAP Worklife Customer Support Associate, you will be part of a dynamic and supportive team, with a strong focus on collaboration, innovation, and customer satisfaction. Our company culture is designed to support your well-being and job satisfaction, and we offer a range of programs and initiatives to promote your physical and mental health. We are committed to creating a work environment that is inclusive, supportive, and empowering, and we encourage you to be your authentic self at work. Compensation, Perks, and Benefits We offer a competitive salary range of $18.50 - $31.72 per hour, depending on experience and qualifications. In addition to your compensation, you will also be eligible for a range of benefits, including: Medical, Dental, and Vision Benefits: Comprehensive medical, dental, and vision benefits, to support your physical and mental wellbeing. 401(k) Retirement Savings Plan: A 401(k) retirement savings plan, to help you plan for your future. Employee Stock Purchase Plan: An employee stock purchase plan, to give you the opportunity to own a part of our company. Well-being Programs: A range of well-being programs, to support your physical and mental health. Education Assistance: Education assistance, to help you grow and develop in your role. blithequark Store Discount: A blithequark store discount, to help you save money on the products and services you need. In addition to these benefits, we offer a range of perks, including flexible scheduling, remote work arrangements, and a comprehensive employee recognition program. We are committed to supporting your well-being and job satisfaction, and we encourage you to take advantage of these benefits and perks to enhance your overall quality of life. Conclusion If you are a compassionate and empathetic individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As an EAP Worklife Customer Support Associate, you will play a vital role in supporting our members, and will be part of a dynamic and supportive team. Don't miss out on this opportunity to join our team and make a real difference in the lives of our members. Apply today and take the first step towards a challenging and rewarding career with blithequark! We are committed to creating a diverse and inclusive work environment, and we encourage applications from individuals of all backgrounds and perspectives. If you are a motivated and compassionate individual who is looking for a challenging and rewarding career, we encourage you to apply for this exciting opportunity and join our team at blithequark. Apply for this job