At arenaflex, we're dedicated to transforming the way people experience mental wellbeing support. As a leading health solutions company, we're passionate about delivering an integrated experience across various services to ensure every individual and their families receive the right support for their unique mental wellbeing needs.
We're seeking high-performing individuals to join our team as Chat Support Associates, providing an enhanced customer service experience for our members. As a key member of our team, you'll be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Your goal will be to deliver a seamless experience, working seamlessly with our AI chatbot to provide a combination of human interaction and AI transaction.
**About the Role**
* Schedule: Wednesday-Saturday 3:30PM - 2:00AM EST (schedules may be adjusted based on business need)
* Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST
* Holiday/PTO Requirements: As a 24-hour chat center operation, we treat holidays as normal working business days, unless you have been approved for time off
* Fully remote role, able to work anywhere in the U.S.
**Key Responsibilities**
* Promptly respond to incoming chats within the standard greeting approved timeframe
* Determine the purpose of incoming chats by focusing on members' written messages and interacting with callers, providing resources through chat and email
* Assess clients' needs, research, and structure communication by providing information regarding pertinent EAP/Worklife services and resources
* Recognize crisis situations and evaluate for needed action to minimize risk
* Perform appropriate 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
* Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements
* Triage calls in a professional and timely manner if needed
* Communicate effectively with all internal stakeholders
* Make outbound calls as appropriate to identify and assist with securing member resources and/or services
* 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 and Worklife policies and procedures
* Resolve complex issues without or with limited management intervention
* Outreach Providers to link services requested by members
**Required Qualifications**
* 1-3 years' experience in customer service experience
* Basic computer knowledge
* Proficiency in all Microsoft Office products
**Workspace Requirements**
* Technical Requirement for personal residential internet service
* 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
+ Consider the internet usage of others in the household during your scheduled working hours
**Preferred Qualifications**
* 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
**Education**
* High School Diploma
**Anticipated Weekly Hours**
* 40
**Time Type**
* Full time
**Pay Range**
* The Typical Pay Range For This Role Is $17.00 - $28.46
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're committed to fostering a workplace where every colleague feels valued and that they belong.
**Great Benefits For Great People**
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. In addition to our competitive wages, our great benefits include:
* 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 https://jobs.arenaflex.com/us/en/benefits
**Application Window**
We anticipate the application window for this opening will close on: 03/18/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.
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