Experienced Customer Service Representative – Employee Assistance Program (Monday – Friday 11:30am-8:00pm EST)

At arenaflex, we're dedicated to building a world of health around every consumer and surrounding ourselves with passionate colleagues who are committed to transforming healthcare. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and over 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. We're seeking an experienced Customer Service Representative to join our Employee Assistance Program (EAP) team. As a key member of our team, you will play a vital role in supporting the provision and use of our EAP, providing exceptional customer service, and embodying our core values in every interaction.

Position Overview

* Schedule: Monday – Friday 11:30am-8:00pm EST (subject to change with advanced notice due to business need)

• Holiday/PTO Requirements: As a 24-hour call center operation, we treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO available the first 45 days of employment.
• Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST.

What You Will Do

* Support the provision and use of the Employee Assistance Program

• Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner
• Take inbound calls and/or chats from members
• Connect members with additional and appropriate benefits/external resources
• Support members with troubleshooting and deescalating where needed
• Embody CVS Core values in each interaction
• Assess client's needs; research and articulately communicate information regarding pertinent EAP services and resources
• Recognize crisis situations and evaluate for needed action to minimize risk
• Perform appropriate research in internal databases and online to identify potential providers and resources
• Enter member information into the appropriate EAP system to initiate the case and document comments and information thoroughly and professionally
• Assist 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.
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources
• Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned
• Compliance with Policies and Regulatory Standards
• Protect the confidentiality of member information and adhere to enterprise policies, and EAP policies and procedures
• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements

Workspace Requirements

* Must have a quiet/secure workspace in your home

• Recommended Technical requirements when obtaining your own residential internet service:

+ Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast) + Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation + Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment

Required Qualifications

* 1+ years of experience in a call center environment

• Experienced in a social, psychological, or human service field providing client support
• Experience using Microsoft Office products, specifically Excel, Outlook, and Word

Preferred Qualifications

* Mental health or Human services background

• 1-3 years of healthcare experience

Education

* High School Diploma or GED

Anticipated Weekly Hours

* 40

Time Type

* Full-time

Pay Range

* The typical pay range for this role is: $17.00 - $34.15

• 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 arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above.

Our People Fuel Our Future

At arenaflex, our teams reflect the customers, patients, members, and communities we serve, and we are committed to fostering a workplace where every colleague feels valued and that they belong. We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be.

Great Benefits for Great People

We offer

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility

For more information, visit https://jobs.arenaflex.com/us/en/benefits

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this exciting opportunity. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply to this job Apply To this Job

Application Window

We anticipate the application window for this opening will close on: 08/21/2025 Don't miss this opportunity to join our team and make a difference in the lives of our members. Apply today! Apply for this job