At arenaflex, we're committed to transforming the way people experience healthcare. As a leading health solutions company, we're dedicated to delivering innovative, compassionate, and connected care to millions of Americans. Our team is passionate about creating a world of health around every consumer, and we're seeking high-performing individuals to join our mission.
**Job Summary:**
We're looking for experienced chat support associates to join our team, providing exceptional customer service and support to members as their front-door to Mental Health Wellbeing services. As a key member of our team, you'll be responsible for monitoring and responding to inbound messages and outbound calls, working seamlessly with our AI chatbot to deliver a combination of human interaction and AI transactions. If you're passionate about mental health and human services, and have a strong customer service background, we encourage you to apply.
**Role Overview:**
* 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 the member's written messages and interacting with callers, providing resources through chat and email
* Assess client 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
**Essential Qualifications:**
* 1-3 years' experience in customer service experience
* Basic computer knowledge
* Proficiency in all Microsoft Office products
* Technical Requirement for personal residential internet service: broadband or fiber (e.g., Verizon Fios, Comcast), minimum 25mbps/3mbps, hardwired connection (ethernet connection)
**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
**Skills and Competencies:**
* Strong customer service skills, with the ability to provide exceptional support to members
* Excellent communication and interpersonal skills, with the ability to work effectively with internal stakeholders
* Ability to work in a fast-paced environment, with multiple priorities and deadlines
* Strong problem-solving skills, with the ability to recognize crisis situations and evaluate for needed action
* Ability to maintain accurate and complete internal documentation, meeting risk management and regulatory requirements
* Proficiency in Microsoft Office products, with the ability to learn and adapt to new systems and technologies
**Career Growth Opportunities and Learning Benefits:**
* arenaflex is committed to providing ongoing training and development opportunities to support your growth and success
* Opportunities for advancement and career growth, with a focus on promoting from within
* Access to a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, and employee stock purchase plan
* Opportunities for professional development and continuing education, with a focus on mental health and human services
**Work Environment and Company Culture:**
* arenaflex is a fully remote company, with a flexible and adaptable work environment
* Our team is passionate about creating a world of health around every consumer, and we're committed to fostering a workplace where every colleague feels valued and that they belong
* We prioritize diversity, equity, and inclusion, with a focus on creating a workplace that reflects the customers, patients, members, and communities we serve
* Our company culture is built on a foundation of trust, respect, and open communication, with a focus on collaboration and teamwork
**Compensation, Perks, and Benefits:**
* 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 CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above
* Our comprehensive benefits package includes:
+ Affordable medical plan options
+ A 401(k) plan (including matching company contributions)
+ 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
**Conclusion:**
If you're passionate about mental health and human services, and have a strong customer service background, we encourage you to apply for this exciting opportunity. As a chat support associate at arenaflex, you'll have the opportunity to make a real difference in the lives of our members, while working in a dynamic and supportive team environment. Apply now to join our mission and become a part of our team!