Experienced Customer Support Associate for Employee Assistance Program – Delivering Exceptional Support and Care to Members

Introduction to arenaflex and the Industry

arenaflex is a leading provider of innovative solutions and services, dedicated to making a positive impact on people's lives. The Employee Assistance Program (EAP) is a vital component of our offerings, providing members with access to confidential counseling, resources, and support to help them navigate life's challenges. As a Customer Support Associate for our EAP, you will play a critical role in delivering exceptional support and care to our members, making a real difference in their lives.

Job Overview

We are seeking an experienced and compassionate Customer Support Associate to join our team, providing top-notch support to members of our Employee Assistance Program. As a key member of our customer support team, you will be responsible for handling incoming calls, assessing client needs, and providing information and resources to support their well-being. If you are passionate about delivering exceptional customer service and have a background in social, psychological, or human services, we encourage you to apply for this rewarding opportunity.

Key Responsibilities

• Taking incoming calls to support members with Worklife Employee Assistance Programs (EAP), providing empathetic and solution-focused support
• Determining the purpose of each call by actively listening and interacting with callers, ensuring that their needs are fully understood and addressed
• Assessing client needs and communicating information regarding EAP/Worklife services, providing clear and concise guidance and support
• Recognizing crisis situations and evaluating the need for immediate action, ensuring that members receive the support and resources they need in a timely and effective manner
• Performing research in databases to identify potential providers, ensuring that members have access to the best possible resources and support
• Entering member information into the EAP system and documenting thoroughly, maintaining accurate and up-to-date records
• Scheduling appointments for members with counselors, ensuring that they receive the support and guidance they need
• Assisting team members with necessary activities related to member inquiries, providing support and guidance as needed
• Communicating effectively with internal stakeholders, ensuring that all team members are informed and up-to-date on member needs and support
• Making outbound calls to assist with member resources, providing proactive support and guidance to ensure that members receive the best possible care
• Providing miscellaneous support, including administrative tasks, to ensure the smooth operation of the EAP program

Essential Qualifications

To be successful in this role, you will need:

• At least 1 year of experience in a call center environment, providing customer support and care to clients or customers
• Experience in a social, psychological, or human service field, providing client support and care
• A strong understanding of the principles of customer service, with a focus on empathy, active listening, and solution-focused support
• Technical requirements, including personal residential internet service with a minimum of 25mbps/3mbps, a hardwired connection (ethernet connection), and a dedicated workspace

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Experience working in an EAP or similar program, providing support and care to members
• Knowledge of counseling principles and practices, with a focus on crisis intervention and support
• Strong research and problem-solving skills, with the ability to identify and evaluate potential providers and resources
• Excellent communication and interpersonal skills, with the ability to work effectively with internal stakeholders and team members

Skills and Competencies

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

• Empathy and compassion: the ability to understand and relate to the needs and concerns of members, providing empathetic and solution-focused support
• Active listening: the ability to listen carefully and attentively to members, ensuring that their needs are fully understood and addressed
• Communication skills: excellent verbal and written communication skills, with the ability to provide clear and concise guidance and support
• Problem-solving skills: the ability to identify and evaluate potential providers and resources, ensuring that members receive the best possible care and support
• Technical skills: proficiency in using technology, including databases and software applications, to support the delivery of EAP services

Career Growth Opportunities and Learning Benefits

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

• Comprehensive training program, providing you with the skills and knowledge needed to deliver exceptional support and care to members
• Ongoing coaching and feedback, to support your growth and development in the role
• Opportunities for advancement, with the potential to move into leadership or specialized roles within the EAP program
• Access to free development courses, to support your ongoing learning and growth

Work Environment and Company Culture

At arenaflex, we are proud of our positive and supportive work environment, which is built on the values of empathy, compassion, and respect. As a Customer Support Associate for our EAP, you will be part of a dynamic and dedicated team, committed to delivering exceptional support and care to members. Our company culture is characterized by:

• A strong focus on teamwork and collaboration, with a emphasis on supporting and empowering each other
• A commitment to diversity and inclusion, with a welcoming and inclusive environment for all team members
• A culture of continuous learning and growth, with opportunities for training, development, and advancement
• A range of employee benefits and perks, including medical, dental, and vision benefits, 401(k) retirement savings plan, and paid time off

Compensation, Perks, and Benefits

As a Customer Support Associate for our EAP, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive salary and bonus structure, recognizing and rewarding your contributions to the team
• Full range of medical, dental, and vision benefits, to support your physical and mental well-being
• 401(k) retirement savings plan, to support your long-term financial security
• Employee Stock Purchase Plan, providing you with the opportunity to invest in the company's future
• Fully-paid term life insurance plan, providing you with peace of mind and financial security
• Short-term and long-term disability benefits, to support you in the event of illness or injury
• Numerous well-being programs, to support your physical and mental health and well-being
• Education assistance, to support your ongoing learning and growth
• Free development courses, to support your professional development and advancement
• CVS store discount, providing you with savings and discounts on everyday items
• Paid Time Off (PTO), to support your work-life balance and provide you with time to rest and recharge

Conclusion

If you are a compassionate and empathetic individual, with a passion for delivering exceptional customer service and support, we encourage you to apply for this rewarding opportunity. As a Customer Support Associate for our EAP, you will have the chance to make a real difference in the lives of our members, providing them with the support and care they need to thrive. With a range of training and development opportunities, a positive and supportive work environment, and a comprehensive range of compensation, perks, and benefits, this is an opportunity not to be missed. Apply today to join our team and start making a difference in the lives of others!