Worklife Customer Support Associate – Employee Assistance Program (Monday‑Friday 9:30 am‑6 pm EST) – arenaflex

About arenaflex

arenaflex is a leading health‑focused organization dedicated to making wellness personal, convenient, and affordable for millions of members across the United States. With a mission rooted in compassion, arenaflex blends cutting‑edge technology with a human‑centric approach to deliver integrated mental‑health, behavioral‑health, and medical solutions. Our purpose—“Bringing our heart to every moment of your health”—guides every interaction, from the boardroom to the front‑line support desk. As the health‑care landscape evolves, arenaflex remains at the forefront, championing innovative programs that empower employees, families, and communities to thrive.

Why Join arenaflex?

• Impactful Work: Be the first point of contact for members seeking mental‑wellbeing support, helping them navigate critical resources and find relief when they need it most.
• Fully Remote Flexibility: Work from any location in the United States while enjoying a structured schedule that respects work‑life balance.
• Growth‑Oriented Culture: arenaflex invests in continuous learning, offering tuition assistance, certification programs, and mentorship pathways.
• Competitive Compensation: Earn a base hourly rate ranging from $18.50 to $35.29, with eligibility for performance bonuses, short‑term incentives, and a robust benefits package.
• Inclusive Community: Join a diverse team where every voice is heard, and collaboration across departments drives innovation.

Position Overview

The Worklife Customer Support Associate serves as a compassionate liaison between arenaflex members and our Employee Assistance Program (EAP) resources. This role operates within a 24/7 call‑center environment, providing consistent, high‑quality support Monday through Friday, 9:30 am – 6:00 pm EST. While the primary schedule is daytime, flexibility is required to accommodate business needs, including occasional holiday coverage. The position is fully remote, requiring a dedicated, distraction‑free workspace that meets our privacy and technical standards.

Key Responsibilities

• Deliver timely, empathetic assistance to members seeking information about employee assistance, employer benefits, and behavioral‑health services.
• Coordinate and communicate EAP resources, ensuring members receive accurate guidance tailored to their unique circumstances.
• Administer arenaflex policies and procedures for the Worklife area, aligning daily activities with organizational objectives.
• Execute routine and non‑routine business support tasks for the Care Partner Program under limited supervision.
• Follow established protocols, standards, and policies to maintain compliance and deliver effective support.
• Answer inbound calls, determine call purpose, conduct research to identify appropriate providers, and document case details in the arenaflex EAP system.
• Respond to member inquiries via phone, email, or chat, providing clear information about services, resources, and life‑skill programs.
• Maintain meticulous internal documentation that satisfies risk‑management and regulatory requirements.
• Take direction to execute techniques, processes, and responsibilities while proactively identifying opportunities for service improvement.

Member Support Duties

• Actively listen to callers, triage each interaction professionally, and determine the purpose of the call within the first moments of contact.
• Assess client needs, research relevant EAP/Worklife services, and articulate information in a clear, compassionate manner.
• Utilize screening tools to identify urgent clinical interventions, transferring calls for crisis or at‑risk members to the appropriate escalation pathway.
• Perform comprehensive research in internal databases and external resources to locate qualified providers and community supports.
• Enter member information into the arenaflex EAP system, documenting all interactions, observations, and follow‑up actions with precision.
• Communicate effectively with internal stakeholders—including case managers, clinical teams, and operations leaders—to ensure seamless service delivery.
• Leverage arenaflex’s proprietary databases to validate resource suitability and maintain an up‑to‑date inventory of support materials.
• Provide ancillary administrative support, such as follow‑up calls, email correspondence, and documentation updates, as assigned.
• Uphold confidentiality standards, protecting member privacy in accordance with arenaflex policies, HIPAA, and other regulatory frameworks.
• Proactively anticipate member needs, offering personalized solutions and acting as a single point of contact for complex inquiries.
• Identify social determinants of health, connect members with community resources, and document referrals to promote holistic wellbeing.

Required Qualifications

• Minimum of 1 year experience in a customer‑service or call‑center environment, demonstrating strong communication and problem‑solving skills.
• At least 1 year experience in a social, psychological, or human‑service field providing direct client support.
• Proficiency with basic computer applications, including Microsoft Office Suite (Word, Excel, Teams) and familiarity with web‑based platforms.
• High school diploma or equivalent; a bachelor’s degree or related experience is a plus.
• Ability to maintain a private, distraction‑free workspace with a closed door to protect member confidentiality.
• Reliable high‑speed internet (minimum 400 Mbps download, 10‑20 Mbps upload) and a wired broadband or fiber connection.
• Comfortable using dual monitors, a headset, and multitasking across calls, documentation, and internal chat tools.

Preferred Qualifications

• 1 + year experience specifically within behavioral‑health or mental‑wellbeing support environments.
• Bachelor’s degree in psychology, social work, human services, or a related discipline.
• Experience with EAP platforms, case‑management software, or similar health‑service databases.
• Demonstrated ability to handle high‑volume call environments while maintaining empathy and accuracy.
• Certification or training in crisis intervention, suicide prevention, or related mental‑health first‑aid programs.

Core Skills & Competencies

• Active Listening & Empathy: Ability to understand member concerns, reflect back key points, and convey genuine care.
• Critical Thinking: Quickly assess situations, prioritize urgent needs, and determine appropriate escalation pathways.
• Communication Excellence: Clear, concise verbal and written communication tailored to diverse audiences.
• Technical Proficiency: Comfortable navigating multiple software systems simultaneously while maintaining data integrity.
• Organizational Agility: Efficiently manage documentation, follow‑up tasks, and case updates in a fast‑paced environment.
• Regulatory Awareness: Knowledge of HIPAA, privacy standards, and arenaflex compliance requirements.
• Team Collaboration: Work cooperatively with cross‑functional teams, sharing insights to improve service delivery.
• Resilience & Self‑Care: Ability to handle emotionally charged interactions while maintaining personal well‑being.

Work Environment & Culture at arenaflex

arenaflex fosters a culture where compassion meets innovation. Our remote workforce is supported by robust digital tools, regular virtual huddles, and a strong sense of community. Employees are encouraged to bring their authentic selves to work, share ideas, and participate in wellness initiatives that reflect our “Heart at Work” philosophy. The organization values diversity, equity, and inclusion, ensuring every team member has a voice and the opportunity to grow.

Compensation, Benefits & Perks

Compensation for this role ranges from $18.50 to $35.29 per hour, with final offers based on experience, education, and geographic location. In addition to base pay, eligible employees may receive performance‑based bonuses, short‑term incentives, and participation in arenaflex’s profit‑sharing programs. Benefits include:

• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan with company match and an Employee Stock Purchase Plan.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), paid holidays, and sick leave in accordance with state regulations.
• Well‑being programs such as mental‑health resources, fitness subsidies, and employee assistance services.
• Education assistance, free development courses, and tuition reimbursement for continued learning.
• Discounts on arenaflex retail locations and partner programs.

Career Development & Growth Opportunities

arenaflex is committed to the professional advancement of its employees. As a Worklife Customer Support Associate, you will have access to:

• Structured onboarding and ongoing training modules focused on mental‑health best practices.
• Mentorship programs pairing you with seasoned professionals in behavioral health and operations.
• Clear career pathways toward senior support roles, team leadership, or specialized positions in case management and program development.
• Opportunities to contribute to cross‑functional projects, influencing product enhancements and service delivery models.
• Regular performance reviews that identify skill gaps and create personalized development plans.

How to Apply

If you are passionate about helping individuals navigate mental‑wellbeing challenges and thrive in a remote, purpose‑driven environment, we want to hear from you. Click the link below to submit your application and become a vital part of arenaflex’s mission to bring heart to every health moment.

Apply Now – Join arenaflex

Closing Statement

At arenaflex, every interaction matters. By joining our team, you will play a pivotal role in delivering compassionate, reliable support to members across the nation. We value your unique perspective, dedication, and the heart you bring to each conversation. Take the next step in your career and help us shape a healthier, more connected future.