Experienced Customer Service Representative – Employee Assistance Program Specialist for Blithequark (Monday – Friday 11:30am-8:00pm EST)

Introduction to Blithequark and the Industry

Blithequark is at the forefront of transforming healthcare, dedicated to building a world of health around every consumer. As a leading health solutions company, we reach millions of Americans through our local presence, digital channels, and a team of over 300,000 purpose-driven colleagues. Our mission is to care for people where, when, and how they choose, in a way that is uniquely more connected, more convenient, and more compassionate. We do it all with heart, each and every day, and we're looking for passionate and dedicated individuals to join our team.

Job Overview

We have an exciting opportunity available for a full-time Customer Service Representative in our Employee Assistance Program (EAP) team. This role is responsible for supporting the provision and use of the Employee Assistance Program, ensuring that our members receive the highest level of care and support. As a Customer Service Representative, you will be the first point of contact for our members, providing them with guidance, resources, and support to help them navigate life's challenges.

Key Responsibilities

• Support the provision and use of the Employee Assistance Program, ensuring that members receive the highest level of care and support.
• Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
• Take inbound calls and/or chats from members, connecting them with additional and appropriate benefits/external resources as needed.
• Support members with troubleshooting and de-escalating issues, embodying blithequark's core values in each interaction.
• Assess clients' needs, researching and articulately communicating information regarding pertinent EAP services and resources.
• Recognize crisis situations and evaluate the need for action to minimize risk, performing appropriate 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.
• Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills.
• Utilize relevant databases to research and identify validated, appropriate member resources, providing miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
• Comply with policies and regulatory standards, protecting the confidentiality of member information and adhering to enterprise policies and EAP policies and procedures.

Essential Qualifications

To be successful in this role, you will need:

• 1+ years of experience in a call center environment, with a strong focus on customer service and support.
• Experience in a social, psychological, or human service field, providing client support and guidance.
• Experience using Microsoft Office products, specifically Excel, Outlook, and Word.
• A High School Diploma or GED, with a strong foundation in communication and interpersonal skills.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Mental health or Human services background, with a strong understanding of the challenges and opportunities in this field.
• 1-3 years of healthcare experience, with a focus on customer service and support.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to empathize with members and provide guidance and support.
• Strong problem-solving and analytical skills, with the ability to triage calls and provide solutions to members.
• Ability to work in a fast-paced environment, with a strong focus on customer service and support.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to maintain confidentiality and adhere to enterprise policies and EAP policies and procedures.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our colleagues. As a Customer Service Representative, you will have access to a range of training and development opportunities, including:

• Comprehensive training program, with a focus on customer service and support.
• Ongoing coaching and feedback, with a focus on continuous improvement and growth.
• Opportunities for advancement, with a range of career paths and opportunities for growth and development.
• Access to a range of learning and development resources, including online courses and training programs.

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and supportive work environment, with a strong focus on colleague well-being and engagement. As a Customer Service Representative, you will be part of a dynamic and supportive team, with a range of benefits and perks, including:

• Competitive salary and benefits package, with a range of options to suit your needs and preferences.
• Opportunities for flexible working, with a range of options to suit your needs and preferences.
• Access to a range of wellness and employee assistance programs, with a focus on colleague well-being and engagement.
• Recognition and reward programs, with a focus on recognizing and rewarding outstanding performance and contributions.

Compensation, Perks, and Benefits

As a Customer Service Representative at blithequark, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive salary, with a range of options to suit your needs and preferences.
• Comprehensive benefits package, with a range of options to suit your needs and preferences.
• Opportunities for bonuses and incentives, with a focus on recognizing and rewarding outstanding performance and contributions.
• Access to a range of perks and benefits, including employee discounts, wellness programs, and employee assistance programs.

Conclusion

If you are a motivated and passionate individual, with a strong focus on customer service and support, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will be part of a dynamic and supportive team, with a range of benefits and perks, and opportunities for growth and development. Don't miss out on this opportunity to join our team and make a difference in the lives of our members. Apply today!