**Experienced Customer Chat Support Representative – Mental Health Wellbeing Services**

At arenaflex, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming healthcare. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day. **Join our team of passionate professionals who are shaping the future of healthcare and making a meaningful difference in people's lives.** **Role Overview** We are seeking high-performing individuals to deliver an enhanced customer service experience, to join our team. This team will support members as their front-door to Mental Health Wellbeing. The Chat Specialist Agent will be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, Medical products, and Placement services to ensure every member and their families get the right support for their unique mental wellbeing needs. The agent will support the chat automation process to ensure the members are led to a successful service to fulfill the inquires presented. The agent will work seamlessly with the AI chatbot to deliver a combination of human interaction and AI transaction. **Key Responsibilities:** * Promptly responds to incoming chats within the standard greeting approved timeframe * Determines the purpose of incoming chat by focusing on the members' written messages and interacting with callers and provides resources through chat and email * Assesses client's needs; researches and structures communication by information members regarding pertinent EAP/Worklife services and resources * Recognizes crisis situations and evaluates for needed action to minimize risk * Performs appropriate research in internal databases and online to identify potential providers and resources * Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally * Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements * Agent will triage calls in a professional and timely manner if needed * Communicates effectively with all internal stakeholders * Makes outbound calls as appropriate to identify and assist with securing member resources and/or services * Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned * Compliance with Policies and Regulatory Standards * Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures * Resolves complex issues without or with limited management intervention * Outreach Providers to link services requested by members **Work Environment and Company Culture:** * Fully remote role and is able to work anywhere in the U.S. * Flexible scheduling to accommodate different work styles and needs * Collaborative and supportive team environment * Opportunities for professional growth and development * Recognition and rewards for outstanding performance * Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, and employee stock purchase plan **Essential and Preferred Qualifications:** * 1-3 years of experience in customer service * Basic computer knowledge * Proficiency in all Microsoft Office Applications * Experience in a call center environment * Mental health and human services background preferred * Experience working in RFL/Employee Assistance Program * Associate's or bachelor's degree in a social, psychological or human service field or equivalent experience preferred **Skills and Competencies:** * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and prioritize tasks effectively * Strong problem-solving and analytical skills * Ability to maintain confidentiality and handle sensitive information * Proficiency in using technology and software applications * Strong customer service skills and ability to provide a high level of customer satisfaction **Career Growth Opportunities and Learning Benefits:** * Opportunities for professional growth and development * Recognition and rewards for outstanding performance * Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, and employee stock purchase plan * Access to training and development programs to enhance skills and knowledge * Collaborative and supportive team environment **Compensation, Perks, and Benefits:** * The typical pay range for this role is: $17.00 - $34.15 * This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls * The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors * This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above * Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, and employee stock purchase plan * Access to training and development programs to enhance skills and knowledge * Collaborative and supportive team environment **How to Apply:** If you are a motivated and customer-focused individual who is passionate about making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply to this job **Equal Employment Opportunity:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply for this job