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Join the arenaflex Team: Transform Lives as an Employee Assistance Program Worklife Customer Support Associate
Are you passionate about making a meaningful difference in people's lives? Do you thrive in a fast-paced environment where your compassion and organizational skills can truly impact the well-being of others? If so, arenaflex invites you to join our dynamic team as an Employee Assistance Program Worklife Customer Support Associate.
At arenaflex, we are building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As a 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.
Position Overview
As an Employee Assistance Program (EAP) Worklife Customer Support Associate at arenaflex, you will play a vital role in connecting employees and their family members with the critical resources they need to navigate life's challenges. This position coordinates Worklife, employee assistance, and management consultant resources while reviewing members' needs and communicating information regarding relevant services and resources.
You will serve as a compassionate point of contact for individuals seeking guidance on personal and professional matters, administering policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives. Your work will directly contribute to the health, well-being, and productivity of employees across the nation.
What You Will Do
As a valued member of the arenaflex team, your responsibilities will include:
- Execute both routine and non-routine business support tasks for the Employee Assistance Program Worklife area under limited supervision, referring deviations from standard practices to managers as needed.
- Follow area protocols, standards, and policies to provide effective and timely support to all members and stakeholders.
- Answer incoming calls with professionalism and empathy, understanding call purpose, completing research to identify potential providers and resources, and entering member information into the appropriate system to initiate cases.
- Respond to member inquiries about services, requests, and resources for life skills, including stress management, work-life balance, financial wellness, and more.
- Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements, ensuring compliance at all times.
- Take direction to execute techniques, processes, and responsibilities effectively, continuously improving your skills and performance.
- Conduct thorough needs assessments to identify members' requirements and connect them with appropriate resources and service providers.
- Provide exceptional customer service that reflects arenaflex's commitment to compassion, connectivity, and convenience.
- Collaborate with cross-functional teams to ensure seamless service delivery and positive member experiences.
Required Qualifications
To succeed in this role, you must meet the following requirements:
- Minimum 1+ year of experience in customer service within a call center environment, demonstrating strong communication and problem-solving abilities.
- Minimum 1+ year of experience in a social, psychological, or human service field providing client support, showing your dedication to helping others.
- Basic computer knowledge including proficiency in Microsoft Office Suite (Word, Excel, Teams, etc.) and the ability to quickly learn new systems and software.
- Strong verbal and written communication skills with the ability to articulate information clearly and professionally.
- Ability to handle sensitive and confidential information with discretion and integrity.
- High school diploma or GED is required for this position.
Preferred Qualifications
While not required, the following qualifications will help you excel in this role:
- 1+ year of experience in behavioral health, which will provide valuable insight into the needs of members seeking support.
- Working knowledge of problem-solving and decision-making skills that enable you to navigate complex situations effectively.
- Strong communication and interpersonal skills that foster positive relationships with members, providers, and colleagues.
- Excellent organization and time management skills to handle multiple priorities and meet deadlines in a fast-paced environment.
- Demonstrated ability to display empathy and patience in member-facing conversations, especially during challenging times.
- Bachelor's degree in psychology, social work, counseling, or a related field.
- Experience with case management systems and customer relationship management (CRM) software.
- Knowledge of community resources and referral processes to connect members with appropriate services.
Skills and Competencies for Success
At arenaflex, we value candidates who bring a unique blend of technical expertise and human connection. The ideal candidate will possess:
- Emotional Intelligence: The ability to understand and manage your own emotions while empathetically responding to the emotions of others.
- Active Listening: Strong listening skills that allow you to fully understand member concerns and provide appropriate guidance.
- Critical Thinking: The capacity to analyze situations, identify solutions, and make informed decisions quickly.
- Adaptability: Flexibility to handle changing priorities and unexpected challenges with composure.
- Professionalism: Maintaining a positive attitude and representing arenaflex values in every interaction.
- Attention to Detail: Meticulous documentation and adherence to compliance requirements.
- Resilience: The ability to handle emotionally challenging situations while maintaining your well-being and effectiveness.
Career Growth and Learning Opportunities
At arenaflex, we believe in investing in our colleagues' professional development and career growth. As an Employee Assistance Program Worklife Customer Support Associate, you will have access to:
- Comprehensive onboarding and training programs designed to equip you with the knowledge and skills needed to excel in your role.
- Continuous learning opportunities through online courses, workshops, and professional development programs.
- Career advancement pathways within the Employee Assistance Program and broader health solutions organization.
- Mentorship programs connecting you with experienced professionals who can guide your career development.
- Exposure to diverse aspects of employee wellness, including behavioral health, work-life resources, and organizational consulting.
- Performance recognition programs that celebrate your contributions and growth.
Your journey at arenaflex is what you make of it. Whether you aspire to specialize in specific areas of employee assistance, move into supervisory roles, or explore other departments within our organization, we are committed to supporting your career aspirations.
Work Environment and Culture
At arenaflex, we foster a workplace where every colleague feels valued and that they belong. Our culture is built on compassion, collaboration, and a shared commitment to improving the health and well-being of the communities we serve.
As an Employee Assistance Program Worklife Customer Support Associate, you will work in a supportive environment that encourages open communication, continuous improvement, and mutual respect. We understand the importance of work-life balance and offer flexible scheduling options to help you thrive both professionally and personally.
You will join a team of dedicated professionals who share your passion for making a positive impact. Our collaborative culture ensures that you will never work alone – you will have the support of experienced colleagues, supervisors, and resources to help you succeed.
We are committed to diversity, equity, and inclusion, believing that our differences make us stronger. We welcome candidates from all backgrounds and experiences to join our team and contribute to our mission of transforming health care.
Compensation and Benefits
At arenaflex, 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.
Anticipated Weekly Hours: 40 hours per week
Time Type: Full time
Pay Range: The typical pay range for this role is $18.50 - $42.35 per hour. This pay range represents the base hourly rate 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.
Great Benefits for Great People:
- 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 about our comprehensive benefits package, please visit our careers page.
Join Our Mission
We invite you to become part of the arenaflex family and help us transform health care for millions of Americans. Your compassion, dedication, and skills can make a real difference in the lives of those we serve.
Great benefits for great people – that is what we offer at arenaflex. If you are ready to embark on a rewarding career where your work truly matters, we encourage you to apply today.
We anticipate the application window for this opening will close on: 09/11/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.
Apply now and take the first step toward a fulfilling career with arenaflex – where your journey fuels our future.