**Experienced Customer Service Representative - Employee Assistance Program (Remote)**

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a heart for helping others and a strong desire to work in a dynamic and supportive environment? If so, we invite you to join our team at arenaflex as an Experienced Customer Service Representative - Employee Assistance Program (EAP). At arenaflex, we're committed to delivering enhanced human-centric health care for a rapidly changing world. Our purpose is simple: to bring our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver, and that's why we've developed our Heart At Work Behaviors™ to support this purpose. As a member of our team, you'll have the opportunity to feel empowered by the role you play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable. **Position Summary** As an Experienced Customer Service Representative - EAP, you'll play a critical role in supporting the provision and use of our Employee Assistance Program (EAP). You'll be responsible for determining the purpose of each call, triaging calls in a professional and timely manner, and connecting members with additional and appropriate benefits and external resources. You'll also embody our CVS Core values in each interaction, assess client needs, research and articulate information regarding pertinent EAP services and resources, and recognize crisis situations and evaluate for needed action to minimize risk. **What You'll Do** * Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner, and connect members with additional and appropriate benefits and external resources. * Take inbound calls and chats from members, troubleshoot and deescalate where needed, and embody our CVS Core values in each interaction. * Assess client needs, research and articulate information regarding pertinent EAP services and resources, and 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, and document comments and information thoroughly and professionally. * Receive calls transferred from counselors and provide immediate member assistance, schedule appointments for members with counselors, and 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 Aetna databases to research and identify validated, appropriate member resources, and provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned. * Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements, and protect the confidentiality of member information and adhere to enterprise policies, and EAP policies and procedures. **Required Qualifications** * 1+ years' experience in a call center environment * Experienced in a social, psychological, or human service field providing client support * Technical requirement for personal residential internet service: select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast), select a minimum of 25mbps/3mbps, and consider the internet usage of others in the household during your scheduled working hours **Preferred Qualifications** * Mental health or Human services background * 1-3 years of healthcare experience **Education** * High School Diploma **Pay Range** The typical pay range for this role is: $17.00 - $28.46 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. **Benefits** In addition to your compensation, you'll enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex offers a full range of medical, dental, and vision benefits, as well as a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and a fully-paid term life insurance plan. You'll also have access to numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, arenaflex employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. **Work Environment and Culture** As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our team is dedicated to creating a supportive and inclusive environment that fosters growth, innovation, and collaboration. We believe in empowering our employees to take ownership of their work and make a meaningful impact on our customers' lives. **How to Apply** If you're passionate about delivering exceptional customer service and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please submit your application by [insert deadline]. We look forward to hearing from you! Apply Now! Apply for this job