Employee Assistance Program Worklife Customer Support Associate – Championing Employee Well‑Being and Work‑Life Balance

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About Arenaflex

Arenaflex is a trailblazer in the health and wellness industry, dedicated to creating a world where every individual can thrive. With a presence that spans local communities, cutting‑edge digital platforms, and a network of over 300,000 purpose‑driven professionals, we are committed to delivering health solutions that are connected, convenient, and compassionate. At Arenaflex, we believe that the heart of our success lies in the people we serve and the colleagues who empower them. We are looking for passionate, customer‑centric professionals to join our mission of transforming health care for the better.

Position Overview

As an Employee Assistance Program Worklife Customer Support Associate, you will be the frontline advocate for our employees, ensuring they receive timely, accurate, and empathetic support. Your role will involve coordinating Worklife, employee assistance, and management consultant resources, reviewing member needs, and communicating relevant services. You will also administer policies and procedures within the Employee Assistance Program Worklife area to align with Arenaflex’s organizational objectives. This position is a critical component of our commitment to fostering a healthy, balanced, and productive workforce.

Key Responsibilities

  • Client Interaction & Support: Answer inbound calls, assess the purpose of each call, conduct research to identify suitable providers and resources, and enter member information into the system to initiate cases.
  • Case Management: Maintain accurate, complete internal documentation that meets risk management and regulatory requirements, ensuring every case is handled with confidentiality and professionalism.
  • Process Adherence: Follow established protocols, standards, and policies to deliver effective and timely support, escalating deviations from standard practices to management when necessary.
  • Resource Coordination: Coordinate with Worklife, employee assistance, and management consultants to provide comprehensive support to employees seeking life‑skills resources.
  • Continuous Improvement: Take direction to execute techniques, processes, and responsibilities, and actively contribute to process improvement initiatives that enhance service quality.
  • Team Collaboration: Work closely with cross‑functional teams, including HR, benefits, and wellness, to ensure seamless service delivery and a unified employee experience.

Essential Qualifications

  • Minimum of 1 year of customer service experience in a call‑center environment.
  • Minimum of 1 year of experience in a social, psychological, or human service field providing client support.
  • Basic computer proficiency (reputed company Office Suite, Word, Excel, Teams, etc.).
  • High school diploma or GED.

Preferred Qualifications

  • Experience in behavioral health or related fields.
  • Strong problem‑solving and decision‑making skills.
  • Excellent communication and interpersonal abilities.
  • Exceptional organization and time‑management skills.
  • Demonstrated empathy and patience in member‑facing conversations.
  • Bachelor’s degree in a relevant discipline.

Skills & Competencies

  • Customer‑First Mindset: A genuine desire to help employees navigate challenges and find solutions.
  • Active Listening: Ability to listen attentively, ask clarifying questions, and respond with empathy.
  • Data Accuracy: Meticulous attention to detail when entering and managing case information.
  • Adaptability: Comfortable working in a dynamic environment with evolving processes.
  • Team Player: Willingness to collaborate across departments to achieve shared goals.
  • Technology Savvy: Comfortable using multiple software platforms and learning new tools quickly.

Career Growth & Learning Opportunities

At Arenaflex, we invest in your professional development. As a Customer Support Associate, you will have access to a range of learning resources, including:

  • On‑the‑job training with experienced mentors.
  • Access to online courses and certifications in behavioral health, customer service excellence, and data management.
  • Opportunities to transition into specialized roles such as Employee Assistance Program Specialist, Program Manager, or HR Business Partner.
  • Regular performance reviews and career path discussions to align your growth with Arenaflex’s strategic objectives.

Work Environment & Culture

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