Experienced Worklife Customer Support Associate – Employee Assistance Program Specialist for Blithequark

Introduction to Blithequark

At blithequark, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle shapes our commitment to delivering enhanced, human-centric healthcare in a rapidly changing world. Our brand, with heart at its core, sends a personal message that how we deliver our services is just as important as what we deliver. We empower every team member to feel valued by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.

Job Overview

We are seeking a dedicated and compassionate Worklife Customer Support Associate to join our team. As a Worklife Customer Support Associate, you will play a vital role in supporting members with the provision and use of Worklife Employee Assistance Programs (EAP) and management consultant resources. This is a fully remote, full-time position, offering the flexibility to work from anywhere in the U.S. The schedule for this role is Sunday through Wednesday, 9:00 PM to 7:30 AM EST, with the possibility of adjustments based on business needs.

Key Responsibilities

• Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
• Assess clients' needs, research, and articulately communicate information regarding pertinent EAP/Worklife 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 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.
• Communicate effectively with all internal stakeholders.
• Utilize relevant blithequark databases to research and identify validated, appropriate member resources.
• Make outbound calls as appropriate to identify and assist with securing member resources and/or services.
• Assist team members with printing and fulfillment needs related to relevant materials.
• 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 and Worklife 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.

Preferred Qualifications

• Bachelor of Arts or Bachelor of Science Degree preferred.
• Education: High School Diploma.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Worklife Customer Support Associate, you will have access to a range of training and development opportunities, including:

• A comprehensive onboarding program to ensure your success in the role.
• Ongoing training and development opportunities to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth within the company.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. Our company culture is built on a foundation of:

• Respect and empathy for our team members and the members we serve.
• A commitment to diversity, equity, and inclusion.
• A focus on innovation and continuous improvement.
• A culture of recognition and reward for outstanding performance.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A base hourly rate of $17.00 - $25.65, depending on experience and location.
• Eligibility for a blithequark bonus, commission, or short-term incentive program.
• A comprehensive benefits package, including medical, dental, and vision benefits.
• A 401(k) retirement savings plan and an Employee Stock Purchase Plan.
• A fully-paid term life insurance plan and short-term and long-term disability benefits.
• Numerous well-being programs, education assistance, and free development courses.
• A blithequark 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 a compassionate and dedicated individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity to join our team as a Worklife Customer Support Associate. At blithequark, we are committed to making a positive impact on the lives of our members and our team members. We look forward to welcoming you to our team and working together to achieve our mission of bringing heart to every moment of health.