Experienced Overnight Worklife Customer Support Associate – Delivering Exceptional Employee Assistance Program Services

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 enhanced, human-centric health care in a rapidly changing world. Our brand, with heart at its core, sends a personal message that how we deliver our services is just as important as what we deliver. We are now seeking a highly skilled and compassionate Overnight Worklife Customer Support Associate to join our team, supporting members as their front-door to Mental Health Wellbeing. Our Culture and Values Our Heart At Work Behaviors support this purpose, empowering every team member to feel valued and integral to transforming our culture and accelerating innovation. We strive to make health care more personal, convenient, and affordable, and we are looking for like-minded individuals to join our mission. As a Worklife Customer Support Associate, you will play a vital role in delivering an integrated experience across the breadth of our services, ensuring every member and their families receive the right support for their unique mental wellbeing needs. Role Overview This is a fully remote, overnight role that offers the flexibility to work from anywhere in the U.S. 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. Your schedule will be overnight, with the first six weeks of employment dedicated to training from Monday to Friday, 9:00 AM - 5:30 PM EST. 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, researching and structuring communication by informing members about 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, documenting comments and information thoroughly and professionally. Triage calls in a professional and timely manner if needed, communicating 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. Essential Qualifications To be successful in this role, you will need: 1-3 years of experience in customer service. Basic computer knowledge and proficiency in all Microsoft Office products. A high school diploma or equivalent. Preferred Qualifications While not essential, the following qualifications are preferred: 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 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. Career Growth and Development At arenaflex, we are committed to the growth and development of our team members. As a Worklife Customer Support Associate, you will have access to numerous training and development opportunities, including free development courses and education assistance. Our goal is to help you build a long-term career with us, and we offer a range of benefits to support your professional and personal growth. Work Environment and Company Culture Our company culture is built on the values of heart, empathy, and compassion. We believe in creating a work environment that is supportive, inclusive, and empowering, where every team member feels valued and respected. As a fully remote team, we use technology to stay connected and collaborate effectively, ensuring that everyone has the opportunity to contribute and thrive. Compensation and Benefits The typical pay range for this role is $18.50 - $35.29 per hour, depending on experience and location. In addition to your compensation, you will be eligible for a range of benefits, including medical, dental, and vision insurance, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We also offer numerous well-being programs, education assistance, and discount programs with participating partners. Conclusion If you are a compassionate and skilled customer service professional looking for a challenging and rewarding role, we encourage you to apply for this Overnight Worklife Customer Support Associate position. At arenaflex, we are committed to delivering exceptional Employee Assistance Program services, and we believe that you have the heart and skills to make a real difference in the lives of our members. Join our team today and start building a career that is both fulfilling and rewarding. Apply for this job