Experienced EAP Worklife Customer Support Associate – Delivering Exceptional Member Experiences in a Fully Remote Environment

Introduction to blithequark At blithequark, we are driven by a singular purpose: to bring heart to every moment of our members' health and wellbeing. This purpose is the foundation of our commitment to delivering enhanced, human-centric health care in a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We are now seeking a highly skilled and compassionate EAP Worklife Customer Support Associate to join our team, providing exceptional support to our members and contributing to the transformation of our culture and acceleration of innovation in health care. Job Overview We are looking for a talented and dedicated individual to fill the role of EAP Worklife Customer Support Associate, working in a fully remote environment. As a key member of our team, you will be responsible for supporting the provision and use of Worklife, employee assistance, and management consultant resources. Your primary focus will be on delivering exceptional member experiences, providing timely and professional support to our members, and connecting them with the resources and services they need to thrive. Key Responsibilities Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner. Assess clients' needs, research, and articulately communicate information regarding pertinent EAP/Worklife services and resources. Recognize crisis situations and evaluate the need for action to minimize risk. Perform research in internal databases and online to identify potential providers and resources. Enter member information into the appropriate EAP system, initiating cases and documenting comments and information thoroughly and professionally. Provide team member support, receiving calls transferred from counselors and providing immediate member assistance. Schedule appointments for members with counselors and assist team members with necessary activities to effectively respond to member inquiries. Communicate effectively with all internal stakeholders, utilizing relevant databases to research and identify validated, appropriate member resources. Make outbound calls as appropriate to identify and assist with securing member resources and/or services. Assist team members with printing and fulfillment needs related to relevant materials, maintaining an inventory of materials in the appropriate EAP system. Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned. Essential Qualifications To be successful in this role, you will need: At least 1 year of customer service and call center experience. At least 1 year of experience in a social, psychological, or human service field, providing client support. Basic computer knowledge, including Microsoft Office Suite, Word, Excel, Teams, etc. A high school diploma or equivalent GED. Preferred Qualifications While not essential, the following qualifications are preferred: At least 1 year of Behavioral Health experience. Skills and Competencies To excel in this role, you will need to possess excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced, dynamic environment. You will need to be proactive, flexible, and adaptable, with a strong focus on delivering exceptional member experiences. Additionally, you will need to be able to: Work independently and as part of a team. Manage multiple priorities and tasks simultaneously. Maintain confidentiality and adhere to enterprise policies and procedures. Provide customized interactions based on customer preference and individualized needs. Resolve complex issues with minimal management intervention. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As an EAP Worklife Customer Support Associate, you will have access to a range of training and development opportunities, including: Comprehensive onboarding and training programs. Ongoing coaching and feedback to support your growth and development. Opportunities for career advancement and professional growth. Access to a range of online courses and training resources. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment. As a fully remote team, we are committed to fostering a sense of community and connection among our employees. We offer a range of benefits and perks, including: Flexible working hours and remote work arrangements. Comprehensive health and wellbeing programs. Employee recognition and reward programs. Access to a range of discounts and perks. Compensation, Perks, and Benefits We offer a competitive salary range of $18.50 - $31.72 per hour, depending on experience and qualifications. In addition to your base salary, you will be eligible for a range of benefits, including: Medical, dental, and vision benefits. 401(k) retirement savings plan. Employee Stock Purchase Plan. Term life insurance plan. Short-term and long-term disability benefits. Paid Time Off (PTO) and paid holidays. Conclusion If you are a compassionate and skilled individual who is passionate about delivering exceptional member experiences, we encourage you to apply for the role of EAP Worklife Customer Support Associate at blithequark. As a valued member of our team, you will have the opportunity to make a real difference in the lives of our members, while also growing and developing your skills and career. Don't miss out on this exciting opportunity to join our dynamic and supportive team – apply today!