Are you passionate about delivering exceptional customer support and making a positive impact on people's lives? Do you have a heart for helping others navigate life's challenges? If so, we invite you to join our team at arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. In this role, you will play a vital part in providing empathetic and professional support to members who are seeking assistance with various life skills, such as finding childcare, eldercare, and more.
**About arenaflex**
At arenaflex, we are committed 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 our Heart At Work Behaviors support this purpose. We believe that how we deliver our services is just as important as what we deliver, and 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 to make healthcare more personal, convenient, and affordable.
**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 determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner, and assess client needs to provide relevant information and resources.
**Key Responsibilities**
* Determine the purpose of each call by actively listening and interacting with callers
* Triage calls in a professional and timely manner
* Assess client needs and provide relevant information 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
* 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
* Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned
**Essential Qualifications**
* 1+ years of experience in a call center environment
* Experience in a social, psychological, or human service field providing client support
* High School Diploma or equivalent required; Bachelor's degree preferred
* Strong communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize multiple tasks
* Strong problem-solving and critical thinking skills
* Ability to maintain confidentiality and adhere to enterprise policies and procedures
**Preferred Qualifications**
* Bachelor's degree in a related field (e.g., social work, psychology, human services)
* Experience working with EAP or Worklife programs
* Strong knowledge of relevant laws and regulations (e.g., HIPAA, FMLA)
* Experience working in a remote or virtual environment
**Workspace Requirements**
* Technical requirements 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
+ Consider the internet usage of others in the household during your scheduled working hours
* 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
+ 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
**Compensation and Benefits**
* The typical pay range for this role is: $17.00 - $25.65
* 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
* In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities
* The Company 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
* The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits
* CVS Health 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, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to providing opportunities for career growth and development
* We offer a range of training programs and resources to help you develop your skills and advance your career
* Our company culture values innovation, collaboration, and continuous learning
* We encourage our employees to take ownership of their learning and development, and we provide the resources and support to help you achieve your goals
**Work Environment and Company Culture**
* arenaflex is a fully remote company, and this role is eligible to work from anywhere in the U.S.
* Our company culture values flexibility, autonomy, and work-life balance
* We prioritize the well-being and safety of our employees, and we provide a range of resources and support to help you manage your workload and maintain a healthy work-life balance
* Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful, and we strive to create a work environment that is inclusive, diverse, and respectful
**How to Apply**
If you are passionate about delivering exceptional customer support and making a positive impact on people's lives, we invite you to apply for this role. Please visit our website to learn more about this opportunity and to submit your application. We look forward to hearing from you!
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