Experienced Customer Support Associate - Employee Assistance Program (Overnight) at arenaflex

Join arenaflex's mission to revolutionize the way people experience mental wellbeing support At arenaflex, we're on a mission to deliver enhanced human-centric health care for a rapidly changing world. Our purpose is to bring our heart to every moment of your health, and we're looking for high-performing individuals to join our team as Customer Support Associates in our Employee Assistance Program (EAP). As a key member of our team, you'll play a vital role in delivering an integrated experience across our breadth of services, including RFL, Behavioral Health, Medical products, and Placement services.

About arenaflex

arenaflex is a leading healthcare company that's committed to making health care more personal, convenient, and affordable. Our Heart At Work Behaviors support our purpose and guide our commitment to deliver exceptional services. We believe that everyone who works at arenaflex should feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.

Role Overview

As a Customer Support Associate in our EAP, you'll work in a fully remote environment, supporting members as their front-door to mental wellbeing services. Your primary responsibilities will include:

• Monitoring and responding to inbound messages and outbound calls to support our provider services
• Delivering an integrated experience across our breadth of services, including RFL, Behavioral Health, Medical products, and Placement services
• Supporting the chat automation process to ensure members are led to a successful service to fulfill their inquiries
• Working seamlessly with our AI chatbot to deliver a combination of human interaction and AI transaction
• Providing resources and information to members regarding pertinent EAP/Worklife services and resources
• Recognizing crisis situations and evaluating for needed action to minimize risk
• Entering member information into our EAP system to initiate the case and documenting comments and information thoroughly and professionally
• Maintaining accurate and complete internal documentation of required information that meets risk management and regulatory requirements
• Communicating effectively with all internal stakeholders
• Making outbound calls as appropriate to identify and assist with securing member resources and/or services
• Providing miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned

Schedule and Work Environment

* Schedule: Overnight

• Schedules may be adjusted based on business need
• Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST
• Holiday/PTO Requirements: As a 24-hour chat center operation, we will treat holidays as normal working business days, unless you have been approved for time off
• Fully remote role and is able to work anywhere in the U.S.

What We're Looking For

* 1-3 years experience in customer service experience

• Basic computer knowledge
• Proficiency in all Microsoft Office products
• Technical Requirement for personal residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast), with a minimum speed of 25mbps/3mbps
• Consider the internet usage of others in the household during your scheduled working hours

Preferred Qualifications

* Experience in a call center environment

• Mental health and human services background preferred
• Experience working in RFL/Employee Assistance Program
• Associate's or bachelor's degree in a social, psychological or human service field or equivalent experience preferred

Education

* High School Diploma

Compensation and Benefits

* The typical pay range for this role is: $18.50 - $35.29

• 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
• arenaflex 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
• arenaflex 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

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this role. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply now and join arenaflex's mission to revolutionize the way people experience mental wellbeing support.

Application Window

We anticipate the application window for this opening will close on: 10/11/2024

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.

Contact Us

If you have any questions or would like to learn more about this role, please don't hesitate to contact us. We look forward to hearing from you! Apply for this job