Experienced Worklife Customer Support Associate – Employee Assistance Program Specialist for Delivering Exceptional Member Experiences and Support

Introduction to blithequark At blithequark, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle shapes our commitment to delivering human-centric healthcare solutions in a rapidly changing world. Our brand, with heart at its core, sends a powerful message that how we deliver our services is just as important as what we deliver. We are seeking a compassionate and skilled Worklife Customer Support Associate to join our team, dedicated to providing exceptional support to our members through our Employee Assistance Programs (EAP) and management consultant resources. Job Overview In this critical role, you will be responsible for taking incoming calls from members, assessing their needs, and providing timely and professional support. As a key member of our team, you will work closely with internal stakeholders, utilize relevant databases to research and identify validated resources, and make outbound calls to secure member resources and services. Your exceptional communication skills, empathy, and ability to work in a fast-paced environment will enable you to deliver exceptional member experiences and support. Key Responsibilities Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner Assess client needs, research, and articulately communicate information regarding pertinent EAP/Worklife services and resources Recognize crisis situations and evaluate the need for 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, documenting 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 and requests for services and resources Communicate effectively with all internal stakeholders, utilizing relevant blithequark databases to research and identify validated member resources Make outbound calls as appropriate to identify and assist with securing member resources and/or services Essential Qualifications To be successful in this role, you will need: 1+ years of experience in a call center environment Experience in a social, psychological, or human service field providing client support A high school diploma or equivalent Technical requirements for personal residential internet service, including a minimum of 25mbps/3mbps and a hardwired connection Preferred Qualifications While not required, the following qualifications are preferred: Bachelor of Arts or Bachelor of Science Degree Previous experience working in an EAP or similar environment Skills and Competencies To excel in this role, you will need to possess: Exceptional communication and interpersonal skills Ability to work in a fast-paced environment, prioritizing multiple tasks and managing time effectively Empathy and compassion, with a strong desire to help others Strong problem-solving and analytical skills, with the ability to think critically and make sound judgments Ability to maintain confidentiality and adhere to enterprise policies and procedures Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Worklife Customer Support Associate, you will have access to: Comprehensive training programs, including a six-week training period to ensure your success in the role Ongoing coaching and feedback to support your professional development Opportunities for advancement and career growth within the company Access to free development courses and education assistance programs Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment. As a fully remote role, you will have the flexibility to work from anywhere in the U.S., with a schedule that includes Sunday-Wednesday 9:00PM-7:30AM EST. Our company culture is built on a foundation of: Respect and empathy for our members and colleagues A commitment to delivering exceptional customer experiences A collaborative and inclusive work environment A focus on employee well-being and recognition Compensation, Perks, and Benefits As a blithequark employee, you will be eligible for a competitive compensation package, including: A base hourly rate or base annual full-time salary within the range of $17.00 - $25.65 Eligibility for a blithequark bonus, commission, or short-term incentive program A comprehensive benefits package, including medical, dental, and vision benefits A 401(k) retirement savings plan and Employee Stock Purchase Plan Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year Access to numerous well-being programs, education assistance, and discount programs with participating partners Conclusion If you are a compassionate and skilled individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as a Worklife Customer Support Associate. At blithequark, we are committed to making a positive impact on the lives of our members and employees, and we look forward to welcoming you to our team. Apply for this job