EAP Worklife Remote Customer Support Associate – Mental Health & Employee Assistance Services (Sun‑Thu 1:30 pm‑10:00 pm EST)

About arenaflex

arenaflex is a leading health‑focused organization dedicated to delivering compassionate, human‑centric care to millions of members across the United States. Our purpose—Bringing our heart to every moment of your health—drives a culture where every employee is empowered to make a meaningful impact on the wellbeing of individuals, families, and communities. As the health‑care landscape evolves, arenaflex remains at the forefront of innovation, integrating technology, behavioral health expertise, and personalized service to create a seamless, supportive experience for every member.

Our Heart At Work behaviors reinforce this purpose, encouraging collaboration, empathy, and continuous improvement. Whether you’re joining a fully remote team or collaborating in a bustling call‑center environment, you’ll be part of a mission‑driven organization that values your contributions, invests in your growth, and celebrates the diverse perspectives you bring.

Position Overview

The Remote EAP Worklife Customer Support Associate role is a critical front‑door for members seeking mental‑health and employee assistance resources. Working a consistent Sun‑Thu shift from 1:30 pm to 10:00 pm EST, you will provide compassionate, knowledgeable support to individuals navigating a wide range of personal and professional challenges. This is a fully remote position—candidates can work from anywhere in the United States—while being an integral part of a 24/7 call‑center operation that also covers holidays and occasional schedule adjustments based on business needs.

Key Responsibilities

• Member Support: Actively listen to callers, determine the purpose of each interaction, and triage inquiries with professionalism and empathy.
• Assess members’ needs, research relevant EAP/Worklife services, and clearly communicate available resources, including counseling, childcare, eldercare, and other life‑skill assistance.
• Identify crisis situations, evaluate risk, and initiate appropriate actions to ensure member safety and well‑being.
• Perform thorough research using internal databases and reputable online sources to locate qualified providers and resources.
• Document member information accurately in the arenaflex EAP system, creating detailed case notes and maintaining an organized inventory of support materials.
• Team Member Support: Receive transferred calls from counselors, provide immediate assistance, and schedule appointments with mental‑health professionals.
• Assist colleagues with administrative tasks such as printing, collating, and mailing provider profiles, guidebooks, and other essential documents.
• Make outbound outreach calls when needed to verify resource availability and follow up on member requests.
• Maintain compliance with arenaflex policies, regulatory standards, and confidentiality requirements, ensuring all documentation meets risk‑management guidelines.
• Serve as a single point of contact for members across phone, digital, and written channels, delivering customized interactions based on individual preferences.
• Administer structured pre‑screening assessments to prioritize urgent needs and connect members with appropriate resources promptly.
• Identify social determinants of health, connect members with community resources, and track outcomes to improve service delivery.

Essential Qualifications

• Minimum of 1 year of customer service or call‑center experience, demonstrating strong communication and problem‑solving abilities.
• At least 1 year of experience in a social, psychological, or human‑service role, providing direct client support.
• Proficiency with basic computer applications, including Microsoft Office Suite (Word, Excel, Teams) and familiarity with web‑based platforms.
• High school diploma or equivalent (GED). A college degree or relevant certifications are a plus but not required.

Preferred Qualifications

• 1 year of experience in behavioral health, mental‑health counseling, or employee assistance programs.
• Demonstrated ability to navigate complex emotional situations, de‑escalate crises, and maintain composure under pressure.
• Experience with EAP or Worklife case‑management systems, and familiarity with industry‑standard databases.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand and respond to members’ emotional states with genuine care.
• Critical Thinking: Quickly assess situations, identify appropriate resources, and make sound decisions.
• Communication: Clear, concise, and respectful verbal and written communication across diverse audiences.
• Organizational Skills: Manage multiple cases simultaneously while maintaining accurate documentation.
• Technology Savvy: Comfortable navigating CRM/EAP platforms, conducting online research, and using collaboration tools.
• Team Collaboration: Work effectively with counselors, supervisors, and cross‑functional partners to deliver seamless support.
• Compliance Awareness: Understand and adhere to privacy regulations (HIPAA, GDPR where applicable) and internal policies.

Career Growth & Development

arenaflex is committed to your professional advancement. As a Remote EAP Worklife Customer Support Associate, you will have access to:

• Structured onboarding and mentorship programs that pair you with experienced team members.
• Ongoing training in mental‑health best practices, crisis intervention, and advanced EAP technologies.
• Opportunities to pursue certifications such as Certified Employee Assistance Professional (CEAP) or Mental Health First Aid.
• Clear career pathways toward senior support roles, team leadership, quality assurance, or specialized behavioral‑health positions.
• Regular performance feedback, goal‑setting sessions, and access to a learning portal with free development courses.

Work Environment & Culture at arenaflex

Our remote workforce thrives on flexibility, autonomy, and a supportive community. arenaflex fosters an inclusive culture where diversity of thought is celebrated, and every voice is heard. Key cultural pillars include:

• Heart‑Centered Service: We place members’ wellbeing at the core of everything we do.
• Innovation & Continuous Improvement: Employees are encouraged to share ideas that enhance service delivery.
• Collaboration: Virtual team huddles, cross‑departmental projects, and open communication channels keep us connected.
• Well‑Being Programs: Access to mental‑health resources, wellness challenges, and employee assistance programs for you and your family.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, bonuses, and peer‑to‑peer recognition.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $18.50 to $31.72, based on experience, education, and geographic location. In addition to base pay, you may be eligible for performance‑based bonuses, commissions, or short‑term incentive programs.

Our comprehensive benefits package includes:

• Medical, dental, and vision coverage with multiple plan options.
• Eligibility to participate in the arenaflex 401(k) retirement savings plan, with company matching contributions.
• Employee Stock Purchase Plan (ESPP) allowing you to purchase arenaflex stock at a discounted rate.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), vacation accrual, and paid holidays throughout the year.
• Well‑being programs such as mental‑health counseling, fitness subsidies, and wellness challenges.
• Education assistance, tuition reimbursement, and free access to development courses.
• arenaflex store discount and exclusive partner discounts on a variety of products and services.
• Flexible work‑from‑home arrangements, ergonomic equipment stipends, and a supportive virtual office environment.

COVID‑19 Vaccination Policy

arenaflex requires that all eligible employees be fully vaccinated against COVID‑19, including any required booster doses, unless a lawful accommodation is granted based on disability, medical condition, religious belief, or other protected status. Proof of vaccination must be provided prior to the first day of employment, or a reasonable accommodation request must be submitted within the first ten days of hire.

Commitment to Diversity, Equity & Inclusion

arenaflex is dedicated to building a workforce that reflects the communities we serve. We actively recruit, develop, and retain individuals with disabilities, veterans, and members of underrepresented groups. Reasonable accommodations are available throughout the hiring process and on‑the‑job, ensuring equal access to all employment benefits and opportunities.

How to Apply

If you are passionate about supporting mental‑health wellbeing, thrive in a remote, fast‑paced environment, and want to make a tangible difference in the lives of members and their families, we encourage you to apply today. Join arenaflex and become part of a purpose‑driven team that puts heart into every interaction.

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