At arenaflex, we're dedicated to building a world of health and wellness around every individual, and we're seeking passionate and compassionate colleagues to join our team. 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 who are committed to transforming healthcare. Our mission is to surround ourselves with dedicated professionals who share our passion for delivering unique, convenient, and compassionate care to those who need it most.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our Employee Assistance Program (EAP) team, working a Tuesday-Saturday schedule from 10:00AM-6:30PM EST. As a key member of our team, you will be responsible for supporting the provision and use of our EAP services, providing exceptional customer service, and embodying our core values in every interaction.
**Responsibilities**
* Support the provision and use of the Employee Assistance Program, ensuring timely and professional responses to member inquiries
* Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner
* Take inbound calls and chats from members, connecting them with additional and appropriate benefits or external resources as needed
* Troubleshoot and deescalate situations where necessary, 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 cases 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 or eldercare
* 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
* Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements
* Protect the confidentiality of member information and adhere to enterprise policies, EAP policies, and procedures
**Qualifications**
* 1+ years of experience in a call center environment
* Experience in a social, psychological, or human service field providing client support
* Technical requirement for personal residential internet service: broadband or fiber internet (e.g., Verizon Fios, Comcast) with a minimum speed of 25mbps/3mbps
* Hardwired connection (ethernet connection) is required; wireless connection may introduce performance degradation
* Consider the internet usage of others in the household during scheduled working hours and obtain a higher speed internet connection if necessary
* Streaming video content and gaming will significantly reduce the amount of bandwidth available for corporate equipment
**Preferred Qualifications**
* Mental health or human services background
* 1-3 years of healthcare experience
* High School Diploma or GED
**Work Environment and Culture**
At arenaflex, we're committed to fostering a workplace where every colleague feels valued and that they belong. Our teams reflect the customers, patients, members, and communities we serve, and we're dedicated to creating a culture that promotes diversity, equity, and inclusion. Our comprehensive and competitive mix of pay and benefits includes:
* Affordable medical plan options
* 401(k) plan with matching company contributions
* Employee stock purchase plan
* No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs
* Confidential counseling and financial coaching
* 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
**Compensation and Benefits**
The typical pay range for this role is $17.00 - $28.46 per hour, with opportunities for bonuses, commissions, or short-term incentives. Our comprehensive benefits package includes a 401(k) plan, employee stock purchase plan, and no-cost programs for all colleagues.
**Career Growth and Learning Opportunities**
At arenaflex, we're committed to investing in the physical, emotional, and financial wellness of our colleagues and their families. We offer a range of career growth opportunities, including training and development programs, mentorship, and opportunities for advancement. Our colleagues are self-disciplined, hardworking, curious, trustworthy, humble, and truthful, and we're dedicated to creating a workplace where every colleague feels valued and that they belong.
**How to Apply**
If you're passionate about delivering exceptional customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex website URL] to learn more about our company culture, benefits, and career growth opportunities. Apply now to join our team and become a part of our mission to transform healthcare and improve the lives of millions of Americans.