Experienced Worklife Chat Support Associate – Delivering Exceptional Employee Assistance Program Support in a Dynamic and Compassionate Environment

Introduction to blithequark

At blithequark, we are dedicated to building a world of health and wellness around every individual, surrounded by a team of passionate and purpose-driven colleagues who are transforming the healthcare landscape. As a leading health solutions company, we reach millions of people through our local presence, digital channels, and a vast network of caring professionals. Our mission is to deliver an integrated experience that is uniquely more connected, convenient, and compassionate, making a meaningful difference in the lives of our members and their families.

Job Overview

We are seeking high-performing and empathetic individuals to join our team as a Worklife Chat Support Associate, providing exceptional customer service and support to our members as their front-door to mental health wellbeing. As a Chat Specialist Agent, you will be responsible for monitoring and responding to inbound messages and outbound calls, ensuring that our members receive the right support for their unique mental wellbeing needs. You will work seamlessly with our AI chatbot to deliver a combination of human interaction and AI transaction, providing a personalized and compassionate experience for our members.

Key Responsibilities

• Promptly respond to incoming chats within the standard greeting approved timeframe, ensuring a warm and welcoming experience for our members.
• Determine the purpose of incoming chats by focusing on the members' written messages and interacting with callers, providing resources and support through chat and email.
• Assess clients' needs, researching and structuring communication to provide pertinent EAP/Worklife services and resources, recognizing crisis situations and evaluating the need for action to minimize risk.
• Perform research in internal databases and online to identify potential providers and resources, entering member information into the appropriate EAP system to initiate the case and documenting comments and information thoroughly and professionally.
• Communicate effectively with all internal stakeholders, making outbound calls as appropriate to identify and assist with securing member resources and/or services, and providing miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
• Ensure compliance with policies and regulatory standards, protecting the confidentiality of member information and adhering to enterprise policies, EAP, and Worklife policies and procedures.

Essential Qualifications

To be successful in this role, you will need:

• 1-3 years of experience in customer service, with a strong focus on delivering exceptional support and care to our members.
• Basic computer knowledge and proficiency in all Microsoft Office products, with the ability to learn and adapt to new systems and technologies.
• A high school diploma or equivalent, with a strong foundation in communication, empathy, and problem-solving skills.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience in a call center environment, with a strong understanding of the importance of providing exceptional customer service in a fast-paced and dynamic setting.
• Mental health and human services background, with a strong passion for supporting individuals and families in need.
• Experience working in RFL/Employee Assistance Program, with a deep understanding of the services and resources available to support our members.
• An associate's or bachelor's degree in a social, psychological, or human service field, or equivalent experience, with a strong foundation in the principles and practices of mental health and wellbeing.

Work Environment and Culture

At blithequark, we are committed to fostering a workplace where every colleague feels valued, supported, and empowered to succeed. Our culture is built on a foundation of compassion, empathy, and respect, with a strong focus on delivering exceptional care and support to our members. We offer a fully remote work environment, with the flexibility to work from anywhere in the U.S., and a schedule that includes Wednesday to Saturday, 3:30 PM to 2:00 AM EST, with some flexibility to adjust to business needs.

Compensation and Benefits

We offer a competitive pay range of $17.00 to $28.46 per hour, with opportunities for bonuses, commissions, and short-term incentives. Our comprehensive benefits package includes affordable medical plan options, a 401(k) plan with matching company contributions, and an employee stock purchase plan. We also offer no-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching. Our benefits are designed to support the physical, emotional, and financial wellbeing of our colleagues and their families, helping them to be the healthiest they can be.

Career Growth and Development

At blithequark, we are committed to supporting the growth and development of our colleagues, providing opportunities for training, education, and advancement. Our goal is to help our colleagues build long-term careers, with a focus on delivering exceptional care and support to our members. We offer a range of training programs, including a comprehensive onboarding program, ongoing coaching and feedback, and opportunities for professional development and advancement.

Conclusion

If you are a compassionate and empathetic individual, with a strong passion for delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity to join our team as a Worklife Chat Support Associate. At blithequark, we are dedicated to building a world of health and wellness, and we are committed to supporting the growth and development of our colleagues. Apply now to join our team and make a meaningful difference in the lives of our members and their families.

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