Worklife Customer Support Associate – 2nd Shift – Employee Assistance Program (EAP) Chat & Call Specialist – Remote, U.S.

About arenaflex – Empowering Health with Heart

At arenaflex, we believe that health is more than a set of services – it’s a personal journey that deserves compassion, convenience, and a human touch. Our purpose, “Bringing our heart to every moment of your health,” drives everything we do, from innovative digital solutions to the everyday interactions that shape our members’ lives. As a leader in the evolving health‑care landscape, arenaflex blends cutting‑edge technology with a deep commitment to human‑centric care, ensuring that every member and their families receive the support they need, exactly when they need it.

Our Heart At Work behaviors empower every employee to be a catalyst for cultural transformation, innovation, and service excellence. Whether you’re interacting with a member via chat, guiding them to the right mental‑health resource, or collaborating with internal teams, you’ll be part of a mission‑driven community that values empathy, integrity, and continuous learning.

Position Summary – 2nd Shift Worklife Customer Support Associate

We are seeking high‑performing, empathetic individuals to join our 24‑hour arenaflex Employee Assistance Program (EAP) chat center. As a Worklife Customer Support Associate, you will be the front‑door for members seeking mental‑health and wellbeing assistance. You’ll blend human interaction with AI‑driven chat automation to deliver seamless, timely, and compassionate service across a broad portfolio of behavioral health, medical, and placement services.

Key Details

• Shift: 2nd Shift (overnight hours)
• Training: First six weeks – Monday‑Friday, 9:00 AM‑5:30 PM EST (remote)
• Location: Fully remote – work from anywhere in the United States
• Holiday/PTO: Operates as a 24‑hour chat center; holidays are treated as regular business days unless approved time‑off is arranged.

Core Responsibilities – What You’ll Do Every Day

• Prompt Chat Response: Acknowledge inbound chats within the approved greeting timeframe, ensuring members feel heard from the first moment.
• Needs Assessment: Analyze written messages to determine the purpose of each interaction, then provide accurate resources via chat and email.
• Crisis Management: Recognize signs of mental‑health crises, evaluate risk, and initiate appropriate escalation protocols to protect member safety.
• Resource Research: Conduct thorough searches in internal databases and reputable online sources to identify suitable providers, programs, and support services.
• Case Documentation: Enter member details into the EAP system, document interactions with precision, and maintain compliance with risk‑management and regulatory standards.
• Call Triage: When necessary, transition chats to phone calls, delivering professional and timely assistance.
• Stakeholder Communication: Collaborate effectively with internal teams—including behavioral health specialists, medical product coordinators, and placement services—to ensure a unified member experience.
• Outbound Outreach: Initiate follow‑up calls to confirm resource delivery, gather feedback, and reinforce member support.
• Administrative Support: Perform miscellaneous duties such as follow‑up documentation, data entry, and other tasks assigned by supervisors.
• Compliance & Confidentiality: Uphold arenaflex policies, EAP guidelines, and privacy regulations to protect member information at all times.
• Problem Solving: Resolve complex member issues independently or with minimal managerial input, demonstrating resourcefulness and sound judgment.
• Provider Outreach: Contact external providers to coordinate services requested by members, ensuring seamless continuity of care.

Required Qualifications – What We Need From You

• 1‑3 years of proven customer‑service experience, preferably in a fast‑paced environment.
• Solid computer literacy and proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent written communication skills, with the ability to convey empathy and clarity through chat.
• Strong problem‑solving abilities and a calm demeanor when handling high‑stress situations.
• Basic understanding of mental‑health terminology and the ability to navigate sensitive conversations.

Preferred Qualifications – What Sets You Apart

• Experience working in a call‑center or remote support setting.
• Background in mental‑health, human services, social work, psychology, or a related field.
• Familiarity with Employee Assistance Programs (EAP) or similar workplace wellbeing initiatives.
• Associate’s or bachelor’s degree in a social, psychological, or human‑service discipline, or equivalent hands‑on experience.
• Demonstrated ability to work collaboratively with AI‑driven chat tools while maintaining a human‑first approach.

Education Requirements

• High School Diploma or equivalent is required.
• Higher education (associate’s or bachelor’s) in a relevant field is strongly preferred.

Technical & Workspace Requirements

• Reliable residential internet connection (minimum 25 Mbps download / 3 Mbps upload). Broadband or fiber (e.g., Verizon Fios, Comcast) is recommended.
• Hard‑wired Ethernet connection is required; wireless connections may cause performance issues.
• Quiet, distraction‑free workspace that complies with arenaflex’s security standards.
• Standard computer hardware (Windows or macOS) capable of running arenaflex’s remote desktop and chat applications.

Compensation & Benefits – What You’ll Receive

arenaflex offers a competitive hourly wage ranging from $18.50 to $35.29, based on experience, education, and geographic location. In addition to base pay, you may be eligible for performance‑based bonuses, commissions, or short‑term incentives.

Our comprehensive benefits package includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement savings plan with employer match.
• Employee Stock Purchase Plan (ESPP) for eligible participants.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), paid holidays, and sick leave in accordance with state laws.
• Well‑being programs such as mental‑health counseling, fitness subsidies, and mindfulness resources.
• Education assistance, tuition reimbursement, and free access to development courses.
• Employee discount on arenaflex products and services, plus partner discounts.

Work Environment & Culture at arenaflex

Our remote workforce is built on trust, flexibility, and a shared commitment to member wellbeing. You’ll join a collaborative team that values:

• Empathy: Every interaction is an opportunity to make a positive impact on a member’s life.
• Innovation: We blend AI technology with human expertise to create a next‑generation support experience.
• Growth: Continuous learning is encouraged through mentorship, cross‑training, and internal mobility.
• Inclusion: Diverse perspectives are celebrated, and every voice is heard.
• Work‑Life Balance: Flexible scheduling, remote work, and supportive leadership help you thrive both professionally and personally.

Career Development & Advancement Opportunities

arenaflex invests in your future. As a Worklife Customer Support Associate, you can progress to roles such as:

• Senior Chat Specialist or Team Lead – overseeing a group of associates.
• Behavioral Health Coordinator – focusing on program development and provider relationships.
• Training & Quality Assurance Analyst – shaping best practices and coaching new hires.
• Operations Manager – managing multi‑shift operations and strategic initiatives.

Our internal learning platform offers certifications in mental‑health first aid, conflict resolution, and advanced communication techniques, ensuring you have the tools to advance your career.

Application Process & Next Steps

If you are passionate about helping individuals navigate mental‑health challenges, thrive in a remote, technology‑enabled environment, and want to be part of a purpose‑driven organization, we want to hear from you. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited to join arenaflex’s Worklife team.

Applications will be accepted until September 6, 2024. arenaflex is an equal‑opportunity employer. Candidates with arrest or conviction records will be considered in accordance with all applicable federal, state, and local laws.

Apply Now – Join arenaflex and Make a Difference!