Job Description
At arenaflex, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming healthcare. 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. **Join Our Team** We're looking for high-performing individuals to deliver an enhanced customer service experience and join our team of dedicated professionals who support members as their front-door to Mental Health Wellbeing. As a Customer Chat Support Representative, you will be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, Medical products, and Placement services to ensure every member and their families get the right support for their unique mental wellbeing needs. **Role Overview** * Schedule: 1st, 2nd, and 3rd shifts available – shift will be provided when offer is extended. * Schedules may be adjusted based on business need. * Training Requirements: First six weeks of employment will be training on Monday-Friday, 9:00 AM-5:30 PM EST. * Holiday/PTO Requirements: As a 24-hour chat center operation, we will treat holidays as normal working business days, unless you have been approved for time off. * Fully remote role and is able to work anywhere in the U.S. **Key Responsibilities** * Promptly responds to incoming chats within the standard greeting approved timeframe. * Determines the purpose of incoming chat by focusing on the member's written messages and interacting with callers and provides resources through chat and email. * Assesses client's needs; researches and structures communication by information members regarding pertinent EAP/Worklife services and resources. * Recognizes crisis situations and evaluates for needed action 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. * Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements. * Agent will triage calls in a professional and timely manner if needed. * Communicates effectively with all internal stakeholders. * Makes outbound calls as appropriate to identify and assist with securing member resources and/or services. * 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 enterprise policies, and EAP and Worklife policies and procedures. * Resolves complex issues without or with limited management intervention. * Outreach Providers to link services requested by members. **Technical 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. + Remember, the higher the speed, the faster your internet. + A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation. + Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. **Required Qualifications** * 1-3 years of experience in customer service. * Basic computer knowledge. * Proficiency in all Microsoft Office Applications. * High School Diploma or GED. **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. **Career Growth Opportunities and Learning Benefits** At arenaflex, we invest in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be. Our comprehensive and competitive mix of pay and benefits includes: * 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. **Work Environment and Company Culture Highlights** 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 take pride in our comprehensive and competitive mix of pay and benefits. We're a company that cares about the well-being of our colleagues and their families, and we're dedicated to helping them be the healthiest they can be. **Compensation, Perks, and Benefits** The typical pay range for this role is $17.00 - $34.15. 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 CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above. **Conclusion** If you're passionate about delivering an enhanced customer service experience and supporting members as their front-door to Mental Health Wellbeing, we encourage you to apply to this role. As a Customer Chat Support Representative at arenaflex, you will have the opportunity to work in a fully remote environment, with a comprehensive and competitive mix of pay and benefits, and a company that cares about the well-being of its colleagues and their families. Apply now to join our team and start making a difference in the lives of our members. Apply for this job