Job Description
Are you passionate about delivering exceptional customer service and making a positive impact on 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 careerzynith as an Experienced Customer Service Representative - Employee Assistance Program. As a key member of our team, you will play a vital role in supporting the provision and use of our Employee Assistance Program (EAP), providing empathetic and expert guidance to our members.
- *About careerzynith**
careerzynith is a leading provider of innovative solutions and services that empower individuals and organizations to thrive in an ever-changing world. Our commitment to delivering exceptional customer experiences is at the heart of everything we do. We believe that every interaction is an opportunity to make a positive impact, and we're dedicated to creating a culture that values empathy, compassion, and understanding.
- *Position Overview**
As an Experienced Customer Service Representative - Employee Assistance Program, you will be responsible for:
- Determining the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner
- Taking inbound calls and chats from members, connecting them with additional and appropriate benefits and external resources
- Supporting members with troubleshooting and de-escalating situations as needed
- Embodying careerzynith's core values in every interaction
- Assessing client needs, researching, and articulately communicating information regarding pertinent EAP services and resources
- Recognizing crisis situations and evaluating for needed action to minimize risk
- Performing research in internal databases and online to identify potential providers and resources
- Entering member information into the EAP system to initiate cases and documenting comments and information thoroughly and professionally
- Receiving calls transferred from counselors and providing immediate member assistance
- Scheduling appointments for members with counselors
- Assisting team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills
- Utilizing relevant databases to research and identify validated, appropriate member resources
- Providing miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned
- Compliance with policies and regulatory standards
- Protecting the confidentiality of member information and adhering to enterprise policies, and EAP policies and procedures
- Maintaining accurate and complete internal documentation of required information that meets risk management and regulatory requirements
- *Required Qualifications**
- 1+ years of experience in a call center environment
- Experience in a social, psychological, or human service field providing client support
- Technical requirements 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+ Consider the internet usage of others in the household during your scheduled working hours
- *Preferred Qualifications**
- Mental health or human services background
- 1-3 years of healthcare experience
- *Education**
- High School Diploma
- *Pay Range**
The typical pay range for this role is:
$17.00 - $25.65
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 careerzynith bonus, commission, or short-term incentive program in addition to the base pay range listed above.
- *Benefits and Perks**
As a valued member of our team, you will enjoy a comprehensive benefits package, including:
- Medical, dental, and vision benefits
- 401(k) retirement savings plan
- Employee Stock Purchase Plan
- Fully-paid term life insurance plan
- Short-term and long-term disability benefits
- Well-being programs
- Education assistance
- Free development courses
- CVS store discount
- Discount programs with participating partners
- Paid Time Off (PTO) or vacation pay
- Paid holidays throughout the calendar year
- *Work Environment and Culture**
As a remote employee, you will have the flexibility to work from the comfort of your own home, while still being part of a dynamic and supportive team. Our culture values empathy, compassion, and understanding, and we're committed to creating a workplace that is inclusive and respectful of all individuals.
- *How to Apply**
If you're passionate about delivering exceptional customer service and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and join our team at careerzynith!
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- *Don't Hesitate, Apply!**
We're excited to hear from you and look forward to reviewing your application. Remember, we value a great attitude and a willingness to learn above all, so don't be afraid to apply even if you don't meet every single requirement. Join our team at careerzynith and start making a positive impact on people's lives today!
Apply for this job