**Experienced Customer Service Representative – Employee Assistance Program (Monday – Friday 11:30am-8:00pm EST)**

At arenaflex, we're building a world of health and wellness around every consumer, 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 over 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. **Job Summary:** arenaflex is seeking an experienced Customer Service Representative to join our Employee Assistance Program (EAP) team. As a key member of our team, you will be responsible for supporting the provision and use of the EAP, providing exceptional customer service, and embodying our core values in every interaction. If you're passionate about delivering compassionate care and making a meaningful difference in people's lives, we encourage you to apply. **Position Overview:** * Schedule: Monday – Friday 11:30am-8:00pm EST (subject to change at any time with advanced notice due to business need) * Holiday/PTO Requirements: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO available the first 45 days of employment. * Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST. **Key Responsibilities:** * Support the provision and use of the Employee Assistance Program * Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner * Take inbound calls and/or chats from members, connecting them with additional and appropriate benefits/external resources * Troubleshoot and de-escalate situations as needed, embodying our 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 the case and document comments and information thoroughly and professionally * Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills, such as finding childcare, eldercare, etc. * 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 * Compliance with Policies and Regulatory Standards * Protect the confidentiality of member information and adhere to enterprise policies, and EAP policies and procedures * Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements **Workspace Requirements:** * Must have a quiet/secure workspace in your home * Recommended Technical requirements when obtaining your own residential internet service: + Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast) + Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation + Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment **Required Qualifications:** * 1+ years of experience in a call center environment * Experienced in a social, psychological, or human service field providing client support * Experience using Microsoft Office products, specifically Excel, Outlook, and Word **Preferred Qualifications:** * Mental health or Human services background * 1-3 years of healthcare experience **Education:** * High School Diploma or GED **Anticipated Weekly Hours:** * 40 **Time Type:** * Full-time **Pay Range:** * 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. **Our People Fuel Our Future:** Our teams reflect the customers, patients, members, and communities we serve, and we are committed to fostering a workplace where every colleague feels valued and that they belong. We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be. **Great Benefits for Great People:** We offer a range of benefits to support our colleagues, including: * Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan * No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching * Benefit solutions that address the different needs and preferences of our colleagues, including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility For more information, visit [arenaflex benefits page](https://arenaflex.com/us/en/benefits). **Application Window:** We anticipate the application window for this opening will close on: 08/06/2025. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. **Apply Now:** If you're passionate about delivering exceptional customer service and making a meaningful difference in people's lives, we encourage you to apply. Visit [arenaflex jobs page](https://arenaflex.com/us/en/jobs) to submit your application today! Apply for this job