At arenaflex, we're dedicated to delivering exceptional customer experiences that make a meaningful difference in people's lives. As a Customer Service Representative on our Employee Assistance Program (EAP) team, you'll play a vital role in supporting our members with their unique needs and concerns. If you're passionate about providing empathetic and professional service, we encourage you to join our team and make a lasting impact.
**About arenaflex**
arenaflex is a leading healthcare company that's committed to transforming the way people experience healthcare. Our purpose is to bring our heart to every moment of our members' health, and we're driven by a passion for innovation, customer-centricity, and community engagement. With a strong focus on employee well-being and development, we're dedicated to creating a workplace culture that's inclusive, supportive, and empowering.
**Position Summary**
As a Customer Service Representative on our EAP team, you'll be responsible for supporting the provision and use of our Employee Assistance Program. You'll work closely with our members to understand their needs, provide guidance and resources, and connect them with the right support services. This is a unique opportunity to make a positive impact on people's lives, and we're looking for someone who shares our commitment to delivering exceptional customer experiences.
**Key Responsibilities**
* Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner
* Take inbound calls and chats from members, providing support and guidance as needed
* Connect members with additional and appropriate benefits or external resources
* Embody arenaflex's Core Values in each interaction, demonstrating empathy, professionalism, and a customer-centric approach
* Assess client needs, research, and articulate information regarding pertinent EAP services and resources
* Recognize crisis situations and evaluate for needed action to minimize risk
* Perform research in internal databases and online to identify potential providers and resources
* Enter member information into the EAP system to initiate the case and document comments and information thoroughly and professionally
* Receive calls transferred from counselors and provide immediate member assistance
* Schedule appointments for members with counselors
* Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills
* Utilize relevant 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
**Schedule and Work Environment**
* Monday, Wednesday-Friday: 12:30PM-9:00PM EST
* Saturday: 7:30AM-4:00PM EST
* Holiday/PTO Requirements: As a 24-hour call center operation, we'll treat holidays as normal working business days, unless you've been approved for time off.
* Training Requirements: The first six weeks of employment will be training on Monday-Friday, 9:00AM-5:30PM EST.
**Required Qualifications**
* 1+ years' 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:
+ Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast)
+ Select a minimum of 25mbps/3mbps
+ Consider the internet usage of others in the household during your scheduled working hours
**Preferred Qualifications**
* Mental health or Human services background preferred
* 1-3 years of healthcare experience preferred
**Education**
* High School Diploma
**Pay Range**
The typical pay range for this role is $17.00 - $28.46. 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 and Perks**
As a member of the arenaflex team, you'll 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
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:
* On-the-job training and coaching
* Online courses and webinars
* Mentorship programs
* Leadership development opportunities
* Career advancement opportunities
**Work Environment and Company Culture**
Our workplace culture is built on a foundation of empathy, inclusivity, and respect. We're committed to creating a workplace where everyone feels valued, supported, and empowered to succeed. Our team members enjoy a dynamic and collaborative work environment, with opportunities to make a meaningful impact on people's lives.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we encourage you to apply for this role. Please visit our website to learn more about the application process and to submit your application.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. We're committed to creating a workplace culture that's inclusive, diverse, and respectful. We welcome applications from qualified candidates of all backgrounds, including those with arrest or conviction records.
**Application Window**
We anticipate the application window for this opening will close on December 9, 2024. Don't miss this opportunity to join our team and make a lasting impact on people's lives. Apply today!
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