**Experienced Worklife Customer Support Associate – Employee Assistance Program @arenaflex**

Are you passionate about delivering exceptional customer support and making a meaningful impact in people's lives? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join arenaflex as an Experienced Worklife Customer Support Associate – Employee Assistance Program. As a key member of our team, you will play a vital role in providing empathetic, expert support to our members, helping them navigate life's challenges and achieve their goals.
• *About arenaflex**

At arenaflex, we're dedicated to revolutionizing the way people experience healthcare. Our purpose is simple yet powerful: to bring our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver, which is why we've created a culture that values empathy, compassion, and innovation. Our Heart At Work Behaviors guide our actions, ensuring that every interaction with our members, colleagues, and partners is characterized by kindness, respect, and a commitment to excellence.
• *Role Overview**

As an Experienced Worklife Customer Support Associate – Employee Assistance Program, you will be responsible for providing exceptional support to our members, helping them navigate the complexities of our Worklife Employee Assistance Programs (EAP) and management consultant resources. Your primary focus will be on taking incoming calls, assessing client needs, and providing timely, professional support to ensure our members receive the help they need.
• *Key Responsibilities**
• Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a timely and professional manner
• Assess client needs, research, and articulate information regarding pertinent EAP/Worklife 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 appropriate EAP system to initiate the case 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, such as finding childcare or eldercare
• Communicate effectively with all internal stakeholders
• Utilize relevant arenaflex 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, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion in the appropriate EAP system, maintaining an inventory of materials
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned
• *Essential Qualifications**
• 1+ year of experience in a call center environment
• Experience in a social, psychological, or human service field providing client support
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and critical thinking skills
• Ability to maintain confidentiality and adhere to enterprise policies, EAP, and Worklife policies and procedures
• *Preferred Qualifications**
• Bachelor of Arts or Bachelor of Science Degree
• Education: High School Diploma
• *Workspace Requirements**
• Technical Requirement for personal residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). Select a minimum of 25mbps/3mbps. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.
• *Career Growth Opportunities and Learning Benefits**

At arenaflex, we're committed to helping our employees grow and develop their skills. As an Experienced Worklife Customer Support Associate – Employee Assistance Program, you'll have access to a range of training programs, including:
• Comprehensive onboarding program to ensure a smooth transition into your new role
• Ongoing training and development opportunities to enhance your skills and knowledge
• Access to arenaflex's learning platform, featuring a wide range of courses and resources to support your professional growth
• *Work Environment and Company Culture**<