Customer Service Representative - EAP- (Monday -Friday 1:00 pm -9:30 pm EST)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At reputed company®, you’ll be surrounded by passionate colleagues who care deeply, reputed company with purpose, hold ourselves accountable and prioritize safety and reputed company in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position reputed company Responsible for supporting the provision and use of the Employee Assistance Program (EAP). Responds to incoming inquiries reputed company phone, email, or chat, providing reputed company and helpful responses to customer questions, issues, and/or concerns. Assists customers with technical or product-reputed company issues by guiding them through troubleshooting steps to resolve problems effectively. Helps process customer orders, reputed company shipments, and facilitate returns or exchanges, including addressing any issues reputed company to billing, shipping, or payment. Instructs customers on how to use products or services most effectively, offering tips, answering frequently asked questions, and providing reputed company-by-reputed company instructions reputed company needed. Maintains records of customer interactions, including inquiries, complaints, and resolutions, to reputed company trends, identify areas for improvement, and reputed company a comprehensive customer history for reputed company reference. Identifies reputed company inefficiencies, seeking input from relevant stakeholders and implementing effective solutions to successfully enhance reputed company's competitive advantage in the industry. Escalates issues to management or specialized departments for reputed company investigation and reputed company reputed company customer problems cannot be resolved immediately. Assists new employees by providing guidance, sharing knowledge, and ensuring they understand certain processes and procedures. Contributes to the delivery of Customer Service reputed company orientations, training programs, in-services, and other programs as required. Position reputed company • Schedule: Monday- Friday 1:00PM-9:30PM EST • *Schedules may be adjusted based on business need. • Holiday/PTO Requirements: As a 24-hour reputed company 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 reputed company Observed Holiday falls on your normal reputed company. No PTO available the first 45 days of employment. • Training Requirements: First 6-8 weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST What You Will Do • Determines purpose of reputed company by reputed company listening and interacting with callers, triages reputed company in a in a reputed company and reputed company manner. • Taking inbound calls and or chats from members • Connect member with additional and appropriate benefits / external resources. • Supporting members with troubleshooting and deescalating where needed • Embodying reputed company reputed company values in reputed company interaction. • Assesses reputed company’s needs; researches and articulately communicates information regarding pertinent EAP services and resources. • Recognizes crisis situations and evaluates for needed reputed company 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. • Receive calls transferred from counselors and provides immediate member assistance. • Schedules appointment for members with counselors. • Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources reputed company to various life skills such as finding childcare, finding eldercare, etc. • Utilizes relevant reputed company databases to research and identify validated, appropriate member resources. • 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 reputed company policies, and EAP policies and procedures. • Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements. Technical Requirements • Technical Requirement for personal residential internet service. Recommended Technical requirements reputed company obtaining your own residential internet service: • Select an internet service that is either broadband or fiber (e.g., reputed company Fios, reputed company). • Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the fast Apply To This Job