Are you passionate about delivering exceptional customer support and making a meaningful impact in people's lives? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. As a key member of our team, you will play a vital role in providing empathetic and expert support to our members, helping them navigate life's challenges and achieve their goals.
**About arenaflex**
At arenaflex, we're dedicated to transforming the way people experience healthcare. Our purpose is to deliver enhanced human-centric healthcare for a rapidly changing world. With a brand that's anchored in our values of compassion, empathy, and innovation, we're committed to making 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.
**Role Overview**
As an Experienced Worklife Customer Support Associate – Employee Assistance Program, you will be responsible for taking incoming calls to support members with the provision and use of Worklife Employee Assistance Programs (EAP) and management consultant resources. You will 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**
* Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner
* Assess client needs, research, and articulate information regarding pertinent EAP/Worklife 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 appropriate 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, such as finding childcare, eldercare, etc.
* Communicate effectively with all internal stakeholders
* Utilize relevant arenaflex databases to research and identify validated, appropriate member resources
* Make outbound calls as appropriate to identify and assist with securing member resources and/or services
* Assist 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
* Provide 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
* Experience in a social, psychological, or human service field providing client support
* Technical requirement for personal residential internet service: broadband or fiber internet (e.g., Verizon Fios, Comcast) with a minimum speed of 25mbps/3mbps
* Hardwired connection (ethernet connection) is required; wireless connection will introduce the risk of performance degradation
**Preferred Qualifications**
* Bachelor of Arts or Bachelor of Science Degree
* Education: High School Diploma
**What We Offer**
* Competitive pay range: $17.00 - $25.65 per hour
* Eligibility for a CVS Health bonus, commission, or short-term incentive program
* Comprehensive benefits package, including medical, dental, and vision benefits
* 401(k) retirement savings plan and Employee Stock Purchase Plan
* Fully-paid term life insurance plan and short-term and long-term disability benefits
* Well-being programs, education assistance, free development courses, and a CVS store discount
* Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year
**Why Join arenaflex?**
* Be part of a dynamic and innovative organization that's transforming the way people experience healthcare
* Work in a fully remote environment with the flexibility to work from anywhere in the U.S.
* Collaborate with a team of passionate and dedicated professionals who share your values and commitment to excellence
* Enjoy a comprehensive benefits package and competitive pay range
* Take advantage of opportunities for professional growth and development, including education assistance and free development courses
* Make a meaningful impact in people's lives by providing exceptional customer support and making a difference in their lives
**How to Apply**
If you're passionate about delivering exceptional customer support and making a meaningful impact in people's lives, we invite you to apply for this exciting opportunity. Please submit your application by [03/07/2025]. We look forward to hearing from you!
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