Experienced Full Stack Worklife Customer Support Associate – Employee Assistance Program

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join our team at arenaflex as a Worklife Customer Support Associate – Employee Assistance Program. As a key member of our Care Partner team, you will play a vital role in supporting members as their front-door to Mental Health Wellbeing, providing elite, integrated experiences across the breadth of arenaflex's RFL, Behavioral Health, and Medical products.

About arenaflex

At arenaflex, we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is simple yet powerful: Bringing our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver, which is why we've developed our Heart At Work Behaviors – a set of guiding principles that empower our team members to transform our culture and accelerate innovation.

Role Overview

As a Worklife Customer Support Associate – Employee Assistance Program, you will be responsible for handling inbound calls from members and customer leadership in a high-volume, fast-paced call center environment. You will execute routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program. You will maintain accurate and complete internal documentation of required information in each relevant system, adhere to performance metrics, and multitask while speaking with members.

Key Responsibilities

* Handle inbound calls from members and customer leadership in a high-volume, fast-paced call center environment

• Execute routine and non-routine business support tasks, including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program
• Maintain accurate and complete internal documentation of required information in each relevant system
• Adhere to performance metrics, including quality, call handling time, and customer satisfaction expectations
• Multitask while speaking with members, utilizing intranet and other tools to assist with call handling, and reading emails to stay up-to-date on important plan sponsor information and process changes
• Protect the confidentiality of member information and adhere to enterprise policies
• Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner, and take full ownership of each member interaction
• Provide an elite quality, customized experience based on customer preference and individualized needs
• Assess for social determinants/needs, research, and articulate communicate information regarding pertinent services and resources
• Use screening tools to identify where urgent clinical intervention is needed and transfer calls appropriately, including members in crisis and at risk
• Address inquiries and resolve issues as a "single-point-of contact" based on phone calls, digital, and written correspondence
• Resolve complex issues with and without management intervention

Required 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 (Microsoft Office Suite, Word, Excel, Teams, etc.)
• Ability to work in a fully remote environment with a separate workspace, free from distraction, in a room with a door that closes to maintain member privacy
• Reliable internet connection with a minimum of 400mbps download speed and 10-20mbps upload speed
• Broadband or Fiber connection, with a 4-port modem set up to provide internet

Preferred Qualifications

* 1 year of Behavioral Health experience

• Bachelor's degree or equivalent experience
• Call Center experience

Education

* High school diploma or equivalent required

Pay Range

The typical pay range for this role is $18.50 - $35.29 per hour. 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.

Benefits

As a member of the arenaflex team, you will enjoy a comprehensive benefits package, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year

Work Environment and Company Culture

As a remote team member, you will have the flexibility to work from anywhere in the U.S. and enjoy a dynamic, fast-paced work environment. Our company culture is built on our Heart At Work Behaviors, which empower our team members to transform our culture and accelerate innovation. We value diversity, equity, and inclusion and strive to create a workplace where everyone feels empowered to bring their heart to work.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others, we invite you to apply for this exciting opportunity. Please visit our website at [insert link] to learn more about this role and apply today. Apply for this job