Experienced Full Time Remote Customer Service Representative for Employee Assistance Program at blithequark

Introduction to blithequark

At blithequark, we are driven by a singular purpose: to bring heart to every moment of our customers' lives. This guiding principle shapes our commitment to delivering exceptional, human-centric services that cater to the evolving needs of our rapidly changing world. Our brand, with heart at its core, conveys a personal message that underscores the importance of how we deliver our services, not just what we deliver. If you're passionate about making a meaningful difference in people's lives, we invite you to join our team as a Customer Service Representative for our Employee Assistance Program.

Position Overview

As a Customer Service Representative at blithequark, you will play a vital role in supporting the provision and use of our Employee Assistance Program (EAP). This program is designed to provide our members with access to a wide range of resources and services that promote their overall well-being. Your primary responsibility will be to interact with callers, determine the purpose of their call, and triage it in a professional and timely manner. You will also be responsible for taking inbound calls and chats from members, connecting them with additional benefits and external resources, and troubleshooting issues as needed.

Key Responsibilities

• Determine the purpose of calls by actively listening and interacting with callers, and triage them in a professional and timely manner.
• Take inbound calls and chats from members, and connect them with additional benefits and external resources.
• Support members with troubleshooting and de-escalating issues as needed.
• Embody blithequark's core values in each interaction, ensuring that our members receive exceptional service and support.
• Assess clients' needs, research, and articulate information regarding pertinent EAP services and resources.
• Recognize crisis situations and evaluate the need for action to minimize risk.
• Perform research in internal databases and online to identify potential providers and resources.
• Enter member information into the appropriate 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.
• Assist team members with necessary activities to effectively respond to member inquiries and requests for services and resources.
• Utilize relevant databases to research and identify validated, appropriate member resources.
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
• Comply with policies and regulatory standards, protecting the confidentiality of member information and adhering to enterprise policies and EAP policies and procedures.
• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

Essential Qualifications

To be successful in this role, you will need to possess the following 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

While not required, the following preferred qualifications will be considered an asset:

• Mental health or human services background.
• 1-3 years of healthcare experience.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to interact with callers in a professional and empathetic manner.
• Strong problem-solving and troubleshooting skills, with the ability to de-escalate issues and provide effective solutions.
• Ability to work in a fast-paced environment, with a high volume of calls and chats.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.
• Ability to maintain confidentiality and adhere to policies and regulatory standards.
• Strong technical skills, with the ability to navigate internal databases and systems.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to a range of training and development opportunities, including:

• Comprehensive training program, including initial training and ongoing coaching and support.
• Opportunities for career advancement, including promotions and lateral moves.
• Access to a range of learning and development resources, including online courses and workshops.
• Recognition and reward programs, including bonuses and incentives.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. As a Customer Service Representative, you will be part of a dynamic and diverse team, working together to deliver exceptional service and support to our members. Our company culture is built on the following values:

• Heart: We bring our heart to every moment of our customers' lives.
• Empathy: We understand and appreciate the unique needs and perspectives of our customers.
• Integrity: We operate with integrity, transparency, and honesty in all our interactions.
• Respect: We treat our customers, colleagues, and partners with respect and dignity.
• Excellence: We strive for excellence in everything we do, delivering high-quality services and support to our customers.

Compensation, Perks, and Benefits

As a Customer Service Representative at blithequark, you will be eligible for a competitive salary, ranging from $17.00 to $25.65 per hour. You will also have access to a range of benefits, including:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Employee Stock Purchase Plan.
• Term life insurance plan.
• Short-term and long-term disability benefits.
• Well-being programs, including education assistance and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Conclusion

If you are passionate about delivering exceptional customer service and support, and are looking for a challenging and rewarding role, we encourage you to apply for the Customer Service Representative position at blithequark. As a member of our team, you will have the opportunity to make a meaningful difference in the lives of our customers, while also growing and developing your skills and career. Don't hesitate to apply – we look forward to hearing from you!