Experienced Customer Service Representative – Employee Assistance Program (EAP) Support Specialist – Part-Time Evening Shift
At arenaflex, we're dedicated to delivering exceptional care and support to our members, and we're looking for a talented and compassionate Customer Service Representative to join our team as an EAP Support Specialist. As a key member of our customer service team, you'll play a vital role in providing timely and professional support to our members, connecting them with the resources and benefits they need to thrive.
About arenaflex
arenaflex is a leading healthcare company that's passionate about making a difference in the lives of our members. We're committed to delivering innovative solutions that put our members at the forefront of everything we do. Our Heart At Work Behaviors™ guide our actions and decisions, and we're dedicated to creating a culture that's inclusive, supportive, and empowering.
Position Summary
As an EAP Support Specialist, you'll be responsible for providing exceptional support to our members who are navigating life's challenges. You'll be the first point of contact for many of our members, and your role will be to listen, empathize, and connect them with the resources and benefits they need to overcome obstacles and achieve their goals.
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 and external resources
* Support members with troubleshooting and deescalating situations where needed, embodying arenaflex's Core values in every interaction
* Assess client needs, research, and articulate information regarding pertinent EAP services and resources
* 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 to initiate cases and document comments and information thoroughly and professionally
* Receive calls transferred from counselors and provide immediate member assistance
* Schedule appointments for members with counselors
* 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
* 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
Required Qualifications
* 1+ years' experience in a call center environment
* Experience in a social, psychological, or human service field providing client support
* Technical requirement for personal residential internet service: broadband or fiber internet (e.g., Verizon Fios, Comcast) with a minimum speed of 25mbps/3mbps
* High School Diploma
Preferred Qualifications
* Mental health or Human services background
* 1-3 years of healthcare experience
Work Schedule
* Sunday, Tuesday-Thursday: 12:30PM-11:00PM EST
* Holiday/PTO Requirements: As a 24-hour call center operation, we'll treat holidays as normal working business days, unless you've been approved for time off
* Training Requirements: First six weeks of employment will be training on Monday-Friday, 9:00AM-5:30PM EST
Compensation and Benefits
* The typical pay range for this role is $17.00 - $25.65 per hour
* Eligible employees may enroll in the Company's 401(k) retirement savings plan and an Employee Stock Purchase Plan
* Arenaflex offers a full range of medical, dental, and vision benefits, as well as paid time off, paid holidays, and short-term and long-term disability benefits
* Arenaflex provides a fully-paid term life insurance plan to eligible employees and numerous well-being programs, education assistance, free development courses, and discount programs with participating partners
Why Join arenaflex?
* Arenaflex is a leader in the healthcare industry, and we're committed to making a difference in the lives of our members
* Our Heart At Work Behaviors™ guide our actions and decisions, and we're dedicated to creating a culture that's inclusive, supportive, and empowering
* We offer a comprehensive benefits package, including medical, dental, and vision benefits, as well as paid time off and short-term and long-term disability benefits
* Arenaflex is committed to providing ongoing training and development opportunities to help you grow and succeed in your career
How to Apply
If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please submit your application by [insert date] to be considered for this role.
Equal Employment Opportunity
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
Contact Us
If you have any questions or would like more information about this opportunity, please don't hesitate to contact us at [insert contact information]. We look forward to hearing from you!