At arenaflex, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 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:**
We're seeking an experienced Customer Service Representative to join our Employee Assistance Program team. As a key member of our team, you will be responsible for supporting the provision and use of our Employee Assistance Program, providing exceptional customer service, and embodying arenaflex's core values in every interaction. If you're passionate about helping others and have a strong background in customer service, we encourage you to apply.
**Responsibilities:**
* Support the provision and use of the Employee Assistance Program, ensuring that members receive timely and professional assistance.
* 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 de-escalate situations where necessary, embodying arenaflex's 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 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.
**Requirements:**
* 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: 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.
* High School Diploma or GED.
* Anticipated weekly hours: 40.
* Time type: Full-time.
**Preferred Qualifications:**
* Mental health or Human services background.
* 1-3 years of healthcare experience.
* Education: Bachelor's degree or higher.
**Work Environment and Company 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 passionate about creating a culture that's inclusive, diverse, and supportive. We offer a comprehensive and competitive mix of pay and benefits, investing in the physical, emotional, and financial wellness of our colleagues and their families.
**Benefits:**
* Competitive wages.
* Affordable medical plan options.
* 401(k) plan (including 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.
* 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.
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our colleagues grow and develop their skills and careers. We offer a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities. Our colleagues have the opportunity to work on challenging projects, collaborate with cross-functional teams, and develop new skills and expertise.
**Compensation and Perks:**
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.
**How to Apply:**
If you're passionate about helping others and have a strong background in customer service, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex.com](http://arenaflex.com) to learn more about our company culture, benefits, and career growth opportunities. To apply, please click on the link below:
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**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. 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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