Experienced Customer Service Representative – Employee Assistance Program Specialist for arenaflex, Delivering Compassionate Support and Exceptional Service in a Dynamic Call Center Environment

Introduction to arenaflex and Our Mission At arenaflex, we are driven by a singular purpose: to bring our heart to every moment of health. This guiding principle inspires our commitment to delivering enhanced, human-centric health care in a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We believe in empowering every team member with the knowledge that their role plays a vital part in transforming our culture and accelerating our ability to innovate and deliver solutions that make health care more personal, convenient, and affordable. Job Overview We are seeking an experienced and compassionate Customer Service Representative to join our Employee Assistance Program (EAP) team. As a key member of our call center operation, you will be responsible for supporting the provision and use of our EAP, ensuring that our members receive the highest level of care and support. Your schedule will include Monday, Wednesday-Friday from 12:30PM-9:00PM EST, and Saturday from 7:30AM-4:00PM EST. Please note that, as a 24-hour call center operation, we treat holidays as normal working business days unless you have been approved for time off. Additionally, you will be required to complete a six-week training program, which will take place Monday-Friday from 9:00AM-5:30PM EST. Key Responsibilities Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner. Take inbound calls and chats from members, connecting them with additional and appropriate benefits or external resources as needed. Support members with troubleshooting and de-escalating situations where necessary, embodying arenaflex'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. Receive calls transferred from counselors and provide immediate member assistance, scheduling appointments for members with counselors as needed. 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. Maintain compliance with policies and regulatory standards, protecting the confidentiality of member information and adhering to enterprise policies and EAP policies and procedures. Essential Qualifications 1+ years of experience in a call center environment. Experience in a social, psychological, or human service field providing client support. Technical requirements for personal residential internet service, including a minimum of 25mbps/3mbps and a hardwired connection. High School Diploma or equivalent. Preferred Qualifications Mental health or human services background preferred. 1-3 years of healthcare experience preferred. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our team members. As a Customer Service Representative, you will have access to a range of training and development opportunities, including free development courses and education assistance. Our goal is to empower you with the knowledge and skills necessary to succeed in your role and advance your career within the company. Work Environment and Company Culture Our call center environment is dynamic and fast-paced, with a focus on delivering exceptional service and support to our members. We believe in fostering a culture of compassion, empathy, and understanding, and we are committed to creating a work environment that is inclusive, supportive, and rewarding. As a member of our team, you will be part of a community that values diversity, equity, and inclusion, and that is dedicated to making a positive impact on the lives of our members and the communities we serve. Compensation, Perks, and Benefits The typical pay range for this role is $17.00 - $28.46 per hour, depending on experience and location. In addition to your compensation, you will be eligible for a range of benefits, including medical, dental, and vision coverage, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. You will also have access to numerous well-being programs, education assistance, and discount programs with participating partners. As a valued member of our team, you will enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Conclusion If you are a compassionate and experienced customer service professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Service Representative with arenaflex, you will be part of a team that is dedicated to delivering exceptional service and support to our members. You will have the opportunity to make a positive impact on the lives of others, while also advancing your career and developing your skills and knowledge. Don't miss out on this chance to join our dynamic team and be part of a company that truly puts its heart into caring for its colleagues and communities. Apply today and take the first step towards a rewarding and fulfilling career with arenaflex! Apply for this job