Job Description
At arenaflex, we're dedicated to delivering exceptional health care experiences that make a meaningful difference in people's lives. Our purpose is to bring our heart to every moment of your health, and we're seeking a talented Worklife Customer Support Associate to join our team. As a Worklife Customer Support Associate, you'll play a vital role in supporting members with the provision and use of Worklife Employee Assistance Programs (EAP) and management consultant resources. **About arenaflex** arenaflex is a leading health care company that's committed to transforming the way we deliver health care. With a rich history of innovation and a passion for putting our heart into everything we do, we're proud to be a Top Workplace in the area. Our culture is built on a set of core values that guide our behavior and decision-making, including self-discipline, hard work, curiosity, trustworthiness, humility, and truthfulness. We're a team of dedicated professionals who are passionate about making a difference in the lives of our members and our communities. **Role Overview** As a Worklife Customer Support Associate, you'll be responsible for taking incoming calls to support members with the provision and use of Worklife EAP and management consultant resources. You'll work in a fully remote environment, with the flexibility to work from anywhere in the U.S. Your schedule will be Sunday-Wednesday, 9:00PM-7:30AM EST, with the possibility of adjusting your schedule based on business needs. **Key Responsibilities** * Determines the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner * Assesses client 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 or eldercare * 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 of experience in a call center environment * Experienced in a social, psychological, or human service field providing client support * High School Diploma or equivalent required; Bachelor's degree preferred **Preferred Qualifications** * Bachelor of Arts or Bachelor of Science degree preferred * Experience working in a remote environment **Technical Requirements** * Technical requirement for personal residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). Select a minimum of 25mbps/3mbps. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation. **Work Environment and Company Culture** As a Worklife Customer Support Associate at arenaflex, you'll be part of a dynamic and supportive team that's passionate about making a difference in the lives of our members. Our company culture is built on a set of core values that guide our behavior and decision-making, including self-discipline, hard work, curiosity, trustworthiness, humility, and truthfulness. We're committed to creating a work environment that's inclusive, diverse, and supportive of all employees. **Career Growth Opportunities and Learning Benefits** arenaflex is committed to the growth and development of our employees. As a Worklife Customer Support Associate, you'll have opportunities to learn and grow with our company, including: * Comprehensive training program to ensure your success in the role * Opportunities for professional development and advancement * Access to a range of learning resources, including online courses and training programs * Collaborative and supportive team environment **Compensation, Perks, and Benefits** As a Worklife Customer Support Associate at arenaflex, you'll enjoy a competitive compensation package, including: * Base hourly rate: $17.00 - $25.65 * Bonus, commission, or short-term incentive program * 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 * Paid Time Off (PTO) or vacation pay * Paid holidays throughout the calendar year **Conclusion** If you're a motivated and compassionate individual who is passionate about making a difference in the lives of our members, we encourage you to apply for the Worklife Customer Support Associate role at arenaflex. As a member of our team, you'll have the opportunity to work in a dynamic and supportive environment, with a range of learning and growth opportunities. Apply now to join our team and start making a difference in the lives of our members! Apply for this job