Join arenaflex: Transforming Lives Through Compassionate Support

Are you ready to make a meaningful difference in people's lives every single day? At arenaflex, we believe that true health care goes beyond physical wellness—it encompasses the mind, heart, and spirit. Every interaction we have with the people we serve is an opportunity to bring comfort, guidance, and hope to those facing life's most challenging moments.

When you join arenaflex as a Worklife & Employee Assistance Program (EAP) Customer Support Associate, you become part of something bigger than yourself. You become a trusted voice on the other end of the line—a compassionate listener who helps individuals and families navigate through difficult times, connect with vital resources, and find their path to mental wellbeing and emotional resilience.

Our commitment to human-centric health care drives everything we do. We understand that life doesn't always go according to plan, and when our members need support, they need to know that someone genuinely cares. That's where you come in. As the first point of contact for individuals seeking mental health and wellbeing assistance, you will play a pivotal role in shaping their experience and helping them access the resources they need to thrive.

This is more than just a customer service role—it's a calling. If you're someone who thrives on making a real difference, who listens with your whole heart, and who is ready to be part of a team that truly puts people first, we invite you to explore this opportunity with arenaflex.

About the Role: EAP Worklife Customer Support Associate

We are currently seeking dedicated, high-performing individuals to join our dynamic team as we continue to expand our mental health and wellbeing services. This is a fully remote position, giving you the flexibility to work from anywhere in the United States while contributing to a mission that matters.

Position Details:

Work Schedule: Sunday through Thursday, 1:30 PM – 10:00 PM EST

Work Location: Fully Remote – Work anywhere in the U.S.

Operation Hours: Our call center operates 24/7, 365 days a year

Flexibility: Holiday work is expected, and schedules may be adjusted based on business needs

As a member of our team, you will serve as the critical bridge between individuals seeking support and the comprehensive array of behavioral health, worklife, and employee assistance resources available to them. Your role is fundamental to ensuring that every person who reaches out receives personalized, compassionate, and effective assistance tailored to their unique circumstances.

What You'll Do: Key Responsibilities

Your daily responsibilities as an EAP Worklife Customer Support Associate will be diverse, meaningful, and centered on delivering exceptional support to our members. Here's what you can expect:

Member Support and Direct Assistance

Actively listen to callers to understand the purpose of their call and triage each interaction professionally and efficiently

Assess each client's unique needs by asking thoughtful questions and demonstrating genuine empathy

Research and communicate information about pertinent EAP and Worklife services and resources with clarity and accuracy

Recognize crisis situations quickly and evaluate the need for immediate action to minimize risk to the individual

Perform research in internal databases and online resources to identify potential providers and community resources

Enter member information into our EAP systems to initiate cases and document all interactions thoroughly and professionally

Receive calls transferred from licensed counselors and provide immediate, effective assistance to members

Schedule appointments between members and licensed counselors based on availability and member preferences

Resource Connection and Research

Assist team members in responding to inquiries about life skills resources, including childcare, eldercare, pet care, and household services

Utilize internal databases to research and identify validated, appropriate resources for members

Make outbound calls as needed to identify and secure member resources and services

Identify triggers for additional resources and support connections to ensure comprehensive care

Assess for social determinants and unmet needs, then offer and connect members with viable resources to address those challenges

Operational and Administrative Support

Assist team members with printing and fulfillment needs, including provider profiles, letters, guidebooks, and mailing materials

Maintain inventory of materials within the appropriate EAP system

Provide miscellaneous support functions including administrative assistance, follow-up calls, and other duties as assigned

Communicate effectively with all internal stakeholders to ensure seamless service delivery

Compliance and Quality Assurance

Protect the confidentiality of member information with the highest level of integrity and security

Adhere to enterprise policies, EAP and Worklife procedures, and all regulatory standards

Maintain accurate and complete internal documentation that meets risk management and regulatory requirements

Proactively anticipate member needs and take full ownership of each interaction

Address inquiries and resolve issues as a single-point-of-contact based on phone calls, digital, and written correspondence

Provide customized interactions based on customer preference and individualized needs

Resolve complex issues with minimal or no management intervention

Administer structured pre-screening assessments based on triggers to ensure urgent needs are directed appropriately

What We're Looking For: Required Qualifications

To succeed in this role, you will need to bring a combination of relevant experience, technical skills, and personal attributes that enable you to provide exceptional support to those who need it most.

Essential Requirements

Customer Service Experience: Minimum of 1 year of customer service and call center experience demonstrating your ability to handle diverse inquiries with professionalism and empathy

Human Services Background: Minimum of 1 year of experience in a social, psychological, or human service field providing direct client support

Technical Proficiency: Basic computer knowledge including Microsoft Office Suite (Word, Excel, Teams) and comfort with learning new software systems

Educational Requirement: High School Diploma or equivalent GED

Preferred Qualifications

Prior experience in Behavioral Health services or a related mental health field

Familiarity with Employee Assistance Programs (EAP) and Worklife services

Experience working with crisis situations and understanding of crisis intervention protocols

Knowledge of community resources and social services networks

Skills and Competencies for Success

Beyond formal qualifications, we seek individuals who possess the following core competencies:

Exceptional Communication Skills: You must be able to articulate information clearly, listen actively, and communicate with empathy across diverse populations

Emotional Intelligence: The ability to understand and manage your own emotions while responding compassionately to the emotional needs of others

Critical Thinking and Problem-Solving: Strong analytical skills to assess complex situations and develop appropriate solutions

Adaptability: Comfort with changing priorities and the ability to remain calm under pressure

Technology Aptitude: Quick learner who can navigate multiple databases and systems efficiently

Attention to Detail: Thorough documentation and compliance with policies and procedures

Time Management: Ability to handle multiple calls and tasks while maintaining quality and professionalism

Confidentiality and Ethics: Unwavering commitment to protecting member privacy and maintaining professional boundaries

Career Growth and Development Opportunities

At arenaflex, we believe in investing in our people. When you join our team, you become part of an organization committed to your continuous growth and professional development.

As an EAP Worklife Customer Support Associate, you will have access to comprehensive training programs that will equip you with the knowledge and skills to excel in your role. We provide ongoing coaching and support to help you develop advanced competencies in mental health awareness, crisis intervention, and resource navigation.

This role serves as an excellent foundation for career advancement within the behavioral health and employee wellbeing fields. Top performers may have opportunities to advance into:

Senior Customer Support roles with increased responsibilities

Team Lead or Supervisory positions

Specialized roles in crisis intervention or case management

Quality assurance or training positions

Cross-functional opportunities within arenaflex's broader health care services

We encourage professional development and provide resources for continuing education, certifications, and skill-building that align with your career aspirations.

Work Environment and Company Culture

At arenaflex, our culture is built on a foundation of Heart At Work™—a set of behaviors that guide how we serve our members, support each other, and conduct business every day. We believe that when our colleagues feel empowered and cared for, they are better positioned to care for those we serve.

Our remote work environment offers you the flexibility to create a productive workspace in the comfort of your home while remaining connected to a supportive team. You'll have access to collaboration tools, regular team meetings, and the resources you need to succeed.

We foster an inclusive workplace where diverse perspectives are valued, and every voice matters. Our commitment to equity and inclusion ensures that all team members feel respected, supported, and empowered to bring their authentic selves to work.

You'll be part of a team that celebrates wins, supports one another through challenges, and shares a common purpose: bringing our heart to every moment of health for the people we serve.

Compensation and Benefits

We recognize that our people are our most valuable asset, and we are committed to providing competitive compensation and comprehensive benefits that support your wellbeing—physically, financially, and emotionally.

Pay Range: The typical pay range for this position is $18.50 - $31.72 per hour. The actual base salary offer will depend on your experience, education, geography, and other relevant factors. This position is eligible for arenaflex bonus, commission, or short-term incentive programs in addition to the base pay range.

Comprehensive Benefits Package:

Health Care: Full range of medical, dental, and vision benefits

Financial Security: Eligible employees may enroll in the Company's 401(k) retirement savings plan with company matching

Stock Purchase: Employee Stock Purchase Plan available for eligible employees

Life Insurance: Fully-paid term life insurance plan for eligible employees

Disability Coverage: Short-term and long-term disability benefits

Wellbeing Programs: Numerous well-being programs and resources to support your holistic health

Education Assistance: Free development courses and tuition assistance programs

Employee Discounts: arenaflex store discount and discount programs with participating partners

Paid Time Off: Generous PTO or vacation pay, as well as paid holidays throughout the calendar year

For more detailed information about our benefits, please visit jobs.arenaflex.com/benefits.

COVID-19 Vaccination Requirement

arenaflex is committed to protecting the health and safety of our colleagues, members, and communities. As a condition of employment, you are required to be fully vaccinated against COVID-19 (including any booster shots if required), unless you are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons.

You must have received at least one COVID-19 shot prior to your first day of employment and provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment.

Equal Opportunity Employer

arenaflex is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. We strive to provide equal access to the benefits and privileges of employment, including the provision of reasonable accommodations to perform essential job functions.

If you require a reasonable accommodation, including a qualified interpreter, written information in other formats, translation, or other services, please contact [email protected]. If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS).

Ready to Make a Difference?

If you're looking for more than just a job—if you're seeking a career with purpose, a team that values your contributions, and an organization that truly cares about the wellbeing of its employees and the people they serve—we invite you to apply today.

Join arenaflex and become part of a team that's transforming health care for the better. Your heart for helping others deserves a workplace that nurtures your passion and supports your growth. We can't wait to welcome you to the arenaflex family.

Apply now and start your journey with arenaflex—where your heart meets purpose.

Experienced Worklife & Employee Assistance Program (EAP) Customer Support Associate – Mental Health Wellbeing Services (Remote | Sunday-Thursday Afternoon Shift)