**Experienced EAP Worklife Customer Support Associate – Mental Health Wellbeing Services**

Are you passionate about delivering exceptional customer support and making a meaningful impact in the lives of others? Do you have a heart for helping individuals navigate life's challenges and find the resources they need to thrive? If so, we invite you to join our team at arenaflex as an EAP Worklife Customer Support Associate. At arenaflex, we're dedicated to transforming the way healthcare is delivered, making it more personal, convenient, and affordable for everyone. Our purpose is simple yet profound: to bring our heart to every moment of your health. This guiding principle informs every aspect of our work, from the way we design our services to the way we interact with our customers. As an EAP Worklife Customer Support Associate, you'll play a vital role in supporting members as their front-door to Mental Health Wellbeing services. You'll work collaboratively with our team to deliver an integrated experience across the breadth of RFL, Behavioral Health, and Medical products, ensuring that every member and their families receive the right support for their unique mental wellbeing needs. **About the Role:** * This is a fully remote position, allowing you to work from anywhere in the U.S. * The shift is Sun-Thu, 1:30pm-10:00pm EST, with occasional holiday work and schedule adjustments based on business need. * As a member of our 24/7 call center team, you'll be responsible for providing exceptional customer support, resolving complex issues, and connecting members with vital resources and services. * You'll work closely with internal stakeholders, including counselors and team members, to ensure seamless communication and collaboration. **Key Responsibilities:** * Member Support: + 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 EAP system to initiate cases and document comments and information thoroughly and professionally. * Team Member Support: + 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. + Communicate effectively with all internal stakeholders. * Compliance with Policies and Regulatory Standards: + Protect the confidentiality of member information and adhere to enterprise policies, EAP, and Worklife policies and procedures. + Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements. + Proactively listen to members and anticipate their needs, taking full ownership of each member interaction. + Address inquiries and resolve issues as a "single-point-of-contact" based on phone calls, digital, and written correspondence. + Provide customized interactions based on customer preference and individualized needs. + Resolve complex issues without or with limited management intervention. **Essential Qualifications:** * 1 year of customer service and call center experience * 1 year of experience in a social, psychological, or human service field providing client support * Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.) **Preferred Qualifications:** * 1 year of Behavioral Health experience **Education:** * High School Diploma or equivalent GED **Compensation and Benefits:** * The typical pay range for this role is $18.50 - $31.72 per hour, with opportunities for bonuses, commissions, or short-term incentives. * arenaflex offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) retirement savings plan, Employee Stock Purchase Plan, term life insurance, short-term and long-term disability benefits, and numerous well-being programs. * Enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. **Why Join arenaflex?** * At arenaflex, we're committed to creating a culture that values diversity, equity, and inclusion. * We offer a range of opportunities for professional growth and development, including free development courses and education assistance. * Our team is passionate about making a difference in the lives of others, and we're looking for like-minded individuals to join us on this journey. **How to Apply:** If you're passionate about delivering exceptional customer support and making a meaningful impact in the lives of others, we invite you to apply for this exciting opportunity. Visit our website at [arenaflex.com/careers]( to learn more about our company culture and benefits. Apply for this job