Experienced Customer Support Associate - Employee Assistance Program (Remote/WFM)

Are you a compassionate and empathetic individual with a passion for helping others? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join arenaflex as a Customer Support Associate - Employee Assistance Program. As a key member of our remote team, you will play a vital role in supporting members with Worklife Employee Assistance Programs (EAP) and providing exceptional customer service.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower individuals and organizations to thrive in an ever-changing world. Our commitment to excellence, customer satisfaction, and employee well-being drives everything we do. As a remote team member, you will be part of a collaborative and supportive community that values diversity, inclusion, and work-life balance.

Key Responsibilities:

As a Customer Support Associate - Employee Assistance Program, your primary responsibilities will include:

• Taking incoming calls to support members with Worklife Employee Assistance Programs (EAP) and providing empathetic and solution-focused support
• Determining the purpose of each call by actively listening and interacting with callers to understand their needs and concerns
• Assessing client needs and communicating information regarding EAP/Worklife services, including scheduling appointments with counselors and providing resources and referrals as needed
• Recognizing crisis situations and evaluating for needed action, such as connecting callers with emergency services or providing immediate support
• Performing research in databases to identify potential providers and enter member information into the EAP system with accuracy and attention to detail
• Documenting all interactions thoroughly and maintaining confidentiality and discretion at all times
• Scheduling appointments for members with counselors and assisting team members with necessary activities related to member inquiries
• Communicating effectively with internal stakeholders, including team members, supervisors, and other departments
• Making outbound calls to assist with member resources and provide additional support as needed
• Providing miscellaneous support, including administrative tasks, to ensure the smooth operation of the team

Requirements:

To succeed in this role, you will need:

• At least 1 year of experience in a call center environment, preferably in a social, psychological, or human service field providing client support
• A strong understanding of customer service principles and practices, with a focus on empathy, active listening, and problem-solving
• Excellent communication and interpersonal skills, with the ability to build rapport with callers and team members
• Technical requirements for personal residential internet service, including a hardwired connection (ethernet connection) and a minimum of 25mbps/3mbps broadband or fiber internet service
• A high school diploma or equivalent, with a degree in a related field (such as social work, psychology, or human services) preferred

Benefits:

As a valued member of the arenaflex team, you will enjoy a comprehensive benefits package, including:

• Full range of medical, dental, and vision benefits to support your physical and mental well-being
• 401(k) retirement savings plan to help you plan for your future
• Employee Stock Purchase Plan to give you a stake in the company's success
• Fully-paid term life insurance plan to provide peace of mind for you and your loved ones
• Short-term and long-term disability benefits to support you in times of need
• Numerous well-being programs, including mental health resources, fitness classes, and employee assistance programs
• Education assistance to help you pursue your educational goals
• Free development courses to support your professional growth and development
• CVS store discount to help you save on everyday essentials
• Paid Time Off (PTO) to give you time to relax, recharge, and pursue your passions

Career Growth Opportunities:

arenaflex is committed to helping you grow and develop your career. As a Customer Support Associate - Employee Assistance Program, you will have opportunities to:

• Develop your skills and knowledge in areas such as crisis intervention, counseling, and case management
• Take on additional responsibilities and leadership roles within the team
• Participate in training and development programs to enhance your customer service and communication skills
• Collaborate with other departments and teams to drive business results and improve customer satisfaction

Work Environment and Company Culture:

As a remote team member, you will have the flexibility to work from anywhere, at any time, as long as you have a stable internet connection and a quiet, distraction-free workspace. arenaflex values work-life balance and encourages you to take breaks, exercise, and pursue your hobbies and interests outside of work. Our company culture is built on the principles of empathy, inclusivity, and respect. We believe in creating a safe and supportive environment where everyone feels valued, heard, and empowered to contribute their best work.

How to Apply:

If you are a motivated and compassionate individual with a passion for helping others, we encourage you to apply now! Please submit your resume, cover letter, and any relevant certifications or documentation to [insert contact information]. We look forward to reviewing your application and welcoming you to the arenaflex team! Apply for this job