Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a heart for helping others and a strong desire to work in a dynamic and supportive environment? If so, we invite you to join arenaflex as an Experienced Customer Service Representative - Employee Assistance Program (EAP) on our flexible schedule.
**About arenaflex**
arenaflex is a leading healthcare company that is dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is to bring our heart to every moment of your health, and we strive to make healthcare more personal, convenient, and affordable. At arenaflex, we believe that our employees are the heart of our organization, and we are committed to empowering them to transform our culture and accelerate innovation.
**Our Heart At Work Behaviors**
Our Heart At Work Behaviors support our purpose and guide our commitment to delivering exceptional customer service. We want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions. Our Heart At Work Behaviors include:
* **Empathy**: We care about our customers and colleagues, and we strive to understand their needs and perspectives.
* **Integrity**: We act with honesty, transparency, and accountability in all our interactions.
* **Respect**: We value diversity, equity, and inclusion, and we treat everyone with dignity and respect.
* **Innovation**: We encourage creativity, experimentation, and learning, and we strive to find new and better ways to deliver exceptional customer service.
* **Collaboration**: We work together as a team to achieve our goals and deliver exceptional customer service.
**Position Summary**
As an Experienced Customer Service Representative - EAP, you will play a critical role in supporting the provision and use of our Employee Assistance Program (EAP). You will be responsible for:
* Determining the purpose of each call by actively listening and interacting with callers, and triaging calls in a professional and timely manner.
* Taking inbound calls and chats from members and connecting them with additional and appropriate benefits and external resources.
* Supporting members with troubleshooting and deescalating where needed, and embodying arenaflex's Core values in each interaction.
* Assessing client needs, researching and articulately communicating information regarding pertinent EAP services and resources.
* Recognizing crisis situations and evaluating for needed action to minimize risk.
* Performing appropriate research in internal databases and online to identify potential providers and resources.
* Entering member information into the appropriate EAP system to initiate the case and documenting comments and information thoroughly and professionally.
* Receiving calls transferred from counselors and providing immediate member assistance.
* Scheduling appointments for members with counselors.
* Assisting 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.
* Utilizing relevant Aetna databases to research and identify validated, appropriate member resources.
* Providing miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
**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. This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.
**Benefits**
In addition to your compensation, enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. arenaflex provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. arenaflex also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, arenaflex employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
**Career Growth Opportunities**
arenaflex is committed to helping its employees grow and develop their careers. We offer a range of training and development programs, including:
* **On-the-job training**: We provide comprehensive training and support to help you develop the skills and knowledge you need to succeed in your role.
* **Mentorship programs**: We pair you with experienced colleagues who can provide guidance and support as you navigate your career.
* **Leadership development programs**: We offer a range of programs to help you develop the skills and knowledge you need to take on leadership roles.
* **Education assistance**: We offer education assistance programs to help you pursue your educational goals.
**Work Environment and Company Culture**
arenaflex is a dynamic and supportive work environment that values diversity, equity, and inclusion. We strive to create a culture that is inclusive, respectful, and empowering for all employees. Our work environment is:
* **Flexible**: We offer flexible scheduling to help you balance your work and personal life.
* **Collaborative**: We work together as a team to achieve our goals and deliver exceptional customer service.
* **Innovative**: We encourage creativity, experimentation, and learning, and we strive to find new and better ways to deliver exceptional customer service.
* **Empowering**: We empower our employees to take ownership of their work and make decisions that align with our values and mission.
**How to Apply**
If you are passionate about delivering exceptional customer service and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application.
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**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating a workplace that is inclusive and respectful of all employees. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.
**Application Deadline**
We anticipate the application window for this opening will close on: 12/09/2024.
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