Experienced Worklife Customer Support Associate – Employee Assistance Program @arenaflex

Are you passionate about delivering exceptional customer support and making a meaningful difference in people's lives? Do you have a heart for helping others navigate life's challenges? If so, we invite you to join our team at arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. As a key member of our 24-hour call center operation, you will play a vital role in providing empathetic and professional support to our members, helping them access the resources and services they need to thrive.

About arenaflex

arenaflex is a leading healthcare company that shares a single, clear purpose: Bringing our heart to every moment of your health. Our purpose guides our commitment to deliver enhanced human-centric healthcare for a rapidly changing world. Anchored in our brand with heart at its center, our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, empowering every employee to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.

Role Overview

As an Experienced Worklife Customer Support Associate – Employee Assistance Program, you will be responsible for taking incoming calls to support members with the provision and use of Worklife Employee Assistance Programs (EAP) and management consultant resources. Your primary goal will be to determine the purpose of each call, triage it in a professional and timely manner, and assess the client's needs to provide accurate and empathetic support.

Key Responsibilities

* Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner

• Assesses client's needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources
• Recognizes crisis situations and evaluates for needed action to minimize risk
• Performs appropriate research in internal databases and online to identify potential providers and resources
• Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally
• Receives calls transferred from counselors and provides immediate member assistance
• Schedules appointments for members with counselors
• Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc.
• Communicates effectively with all internal stakeholders
• Utilizes relevant arenaflex databases to research and identify validated, appropriate member resources
• Makes outbound calls as appropriate to identify and assist with securing member resources and/or services
• Assists team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion in the appropriate EAP system, maintaining an inventory of materials
• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned

Essential Qualifications

* 1+ year's 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 databases
• Strong problem-solving and critical thinking skills
• Ability to maintain confidentiality and handle sensitive information

Preferred Qualifications

* Bachelor of Arts or Bachelor of Science Degree

• Education: High School Diploma
• Anticipated Weekly Hours: 40
• Time Type: Full-time

Work Environment and Company Culture

As a fully remote role, you will have the flexibility to work from anywhere in the U.S. Our company culture is built on our Heart At Work Behaviors, which include being self-disciplined, hard working, curious, trustworthy, humble, and truthful. We value collaboration, innovation, and making a difference in our communities. Our employees are our greatest asset, and we strive to create a work environment that is inclusive, supportive, and empowering.

Compensation and Benefits

* The typical pay range for this role is: $17.00 - $25.65

• This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.
• The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors.
• This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.
• In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.
• The Company offers a full range of medical, dental, and vision benefits.
• Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.
• The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits.
• CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.
• As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. We offer a range of training programs, mentorship opportunities, and career advancement paths to help you achieve your goals. Our employees have access to free development courses, education assistance, and a CVS store discount, among other benefits.

How to Apply

If you are passionate about delivering exceptional customer support and making a meaningful difference in people's lives, we invite you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application. Apply Job!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply for this job