Introduction to blithequark
At blithequark, we are dedicated to transforming the healthcare landscape by providing compassionate, convenient, and connected solutions to millions of individuals across the nation. As a leader in health solutions, we pride ourselves on our commitment to delivering exceptional customer experiences, fostering a culture of inclusivity, and promoting the well-being of our members and their families. Our mission is built on the foundation of heart, empathy, and a relentless pursuit of excellence in everything we do.
Job Overview
We are seeking high-performing and passionate individuals to join our team as Worklife Chat Support Associates. This role is pivotal in delivering an enhanced customer service experience, serving as the front-door to Mental Health Wellbeing for our members. As a Chat Specialist Agent, you will be responsible for monitoring and responding to inbound messages and outbound calls, ensuring seamless support for our provider services. Your primary objective will be to provide an integrated experience across our range of services, including RFL, Behavioral Health, Medical products, and Placement services, to cater to the unique mental wellbeing needs of our members and their families.
Key Responsibilities
- Promptly respond to incoming chats within the standard greeting approved timeframe, ensuring timely and effective communication with members.
- Determine the purpose of incoming chats by focusing on members' written messages and interacting with callers, providing resources through chat and email as needed.
- Assess clients' needs, research, and structure communication to inform members about pertinent EAP/Worklife services and resources, recognizing crisis situations and evaluating the need for action to minimize risk.
- Perform research in internal databases and online to identify potential providers and resources, entering member information into the appropriate EAP system to initiate cases and documenting comments and information thoroughly and professionally.
- Maintain accurate and complete internal documentation of required information, adhering to risk management and regulatory requirements, and communicate effectively with all internal stakeholders.
- Triage calls in a professional and timely manner if needed, making outbound calls as appropriate to identify and assist with securing member resources and/or services, and providing miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
Essential Qualifications
To excel in this role, you should possess:
- 1-3 years of experience in customer service, with a strong background in handling customer inquiries and providing support in a fast-paced environment.
- Basic computer knowledge, with proficiency in all Microsoft Office products, and the ability to learn and adapt to new systems and technologies.
- A high school diploma or equivalent, with a preference for an Associate's or Bachelor's degree in a social, psychological, or human service field, or equivalent experience.
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- Experience in a call center environment, with a proven track record of delivering exceptional customer service and handling high-volume calls.
- Mental health and human services background, with knowledge of EAP/Worklife services and resources, and experience working in RFL/Employee Assistance Programs.
Technical Requirements
To perform this role, you will need:
- A reliable personal residential internet service, with a recommended minimum speed of 25mbps/3mbps, and a hardwired connection (ethernet connection) to ensure optimal performance.
- A quiet, dedicated workspace that is free from distractions and interruptions, with a secure and reliable computer system that meets our technical requirements.
Work Schedule and Benefits
This is a full-time, fully remote role, with a schedule of Wednesday-Saturday, 3:30PM - 2:00AM EST. You will be required to work holidays as normal working business days, unless approved for time off. As a blithequark employee, you will be eligible for a comprehensive range of benefits, including:
- 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.
Career Growth and Development
At blithequark, we are committed to the growth and development of our employees, providing opportunities for professional development, training, and advancement. As a Worklife Chat Support Associate, you will have access to a range of resources and support to help you succeed in your role and advance your career, including:
- Comprehensive training programs to develop your skills and knowledge in customer service, mental health, and human services.
- Mentorship and coaching from experienced professionals in the field, to help you navigate challenges and achieve your goals.
- Opportunities for advancement and career progression, with a clear path for professional growth and development.
Company Culture and Values
At blithequark, we pride ourselves on our culture of inclusivity, empathy, and compassion. We believe in fostering a workplace where every colleague feels valued, respected, and supported, and where everyone has the opportunity to thrive and grow. Our core values include:
- A commitment to excellence in everything we do, with a focus on delivering exceptional customer experiences and outcomes.
- A passion for innovation and continuous improvement, with a willingness to learn, adapt, and evolve in a rapidly changing environment.
- A dedication to the well-being and success of our colleagues, members, and communities, with a focus on promoting health, happiness, and fulfillment.
Conclusion
If you are a motivated and compassionate individual with a passion for delivering exceptional customer service and supporting the mental health and wellbeing of others, we encourage you to apply for this exciting opportunity to join our team as a Worklife Chat Support Associate. With a competitive salary range of $17.00 - $28.46 per hour, and a comprehensive range of benefits, this is a unique chance to make a real difference in the lives of our members and their families, while advancing your career and growing with a leading healthcare organization.
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