Experienced Customer Service Representative - Employee Assistance Program

Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment where no two interactions are ever the same? If so, we invite you to join our team at arenaflex as an Experienced Customer Service Representative - Employee Assistance Program. As a key member of our team, you will play a vital role in supporting the provision and use of our Employee Assistance Program (EAP), providing critical support to our members during times of need.

About arenaflex

At arenaflex, we are dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is to bring our heart to every moment of our members' health, and we strive to make healthcare more personal, convenient, and affordable. Our Heart At Work Behaviors support this purpose, empowering our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.

Job Summary

As an Experienced Customer Service Representative - Employee Assistance Program, you will be responsible for supporting the provision and use of our EAP, providing critical support to our members during times of need. This role requires a strong and diverse skillset, including excellent communication and interpersonal skills, the ability to work in a fast-paced environment, and a passion for delivering exceptional customer experiences.

Key Responsibilities

* Determines the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner

• Takes inbound calls and chats from members, connecting them with additional and appropriate benefits and external resources
• Supports members with troubleshooting and deescalating situations where needed, embodying CVS Core values in each interaction
• Assesses client needs, researching and articulately communicating information regarding pertinent EAP 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 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 or eldercare
• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources
• Provides miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned

Essential Qualifications

* 1+ years of experience in a call center environment

• Experienced in a social, psychological, or human service field providing client support
• Technical requirement for personal residential internet service (see below for details)

Preferred Qualifications

* Mental health or Human services background

• 1-3 years of healthcare experience

Technical Requirements

* Personal residential internet service with a minimum of 25mbps/3mbps speed (hardwired connection required)

• Consider the internet usage of others in the household during your scheduled working hours
• Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast)

Work Environment and Culture

At arenaflex, we are committed to creating a work environment that is inclusive, supportive, and empowering. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful, and we strive to make our workplace a place where everyone feels valued and respected. We offer a range of benefits and perks, including:

• Competitive salary
• Comprehensive 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
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners

Compensation and Benefits

The typical pay range for this role is $17.00 - $28.46, and 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.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including:

• Free development courses
• Education assistance
• Mentorship programs
• Leadership development programs
• Career advancement opportunities

How to Apply

If you are passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! Apply To This Job Apply for this job