Experienced Customer Support Associate - Employee Assistance Program (Overnight) at blithequark

Transforming Mental Health Wellbeing Support with blithequark

At blithequark, we're driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle underpins our commitment to delivering enhanced, human-centric healthcare solutions for a rapidly evolving world. Our brand is anchored in 'heart,' signifying that how we deliver our services is just as crucial as what we deliver. We're on a mission to empower our team members to transform our culture, innovate, and provide personalized, convenient, and affordable healthcare.

Join Our Team: Delivering Integrated Mental Health Wellbeing Support

We're seeking high-performing individuals to join our team as Customer Support Associates for our Employee Assistance Program (EAP). As the front-door to Mental Health Wellbeing support for our members, you'll play a critical role in delivering an integrated experience across various services, including Behavioral Health, Medical products, and Placement services. Your expertise will ensure that every member and their family receive the right support tailored to their unique mental wellbeing needs.

Role Overview

This overnight, fully remote role is an exciting opportunity to work with a dynamic team and make a meaningful difference in the lives of our members. Here are the key aspects of the position:

• Schedule: Overnight shifts, with potential adjustments based on business needs.
• Training: The first six weeks of employment will involve training on Monday-Friday, 9:00 AM - 5:30 PM EST.
• Holiday/PTO Requirements: As part of a 24-hour chat center operation, holidays are treated as normal working business days unless you've been approved for time off.
• Work Arrangement: This is a fully remote role, allowing you to work from anywhere in the U.S.

Key Responsibilities

As a Customer Support Associate, you'll be responsible for:

• Promptly responding to incoming chats within the approved timeframe and determining the purpose of the chat through member interactions.
• Assessing client needs, researching, and structuring communication to provide resources through chat and email.
• Recognizing crisis situations and taking necessary actions to minimize risk.
• Performing research in internal databases and online to identify potential providers and resources.
• Entering member information into the EAP system, documenting comments and information thoroughly and professionally.
• Triage calls in a professional and timely manner when needed.
• Communicating effectively with internal stakeholders and making outbound calls to assist members in securing resources and services.
• Providing miscellaneous support functions, including administrative support and follow-up calls.
• Ensuring compliance with policies and regulatory standards, protecting member confidentiality, and adhering to enterprise policies and procedures.
• Resolving complex issues with minimal management intervention and outreaching to providers to link services requested by members.

Essential Qualifications

To excel in this role, you'll need:

• 1-3 years of experience in customer service.
• Basic computer knowledge and proficiency in all Microsoft Office products.
• A high school diploma.
• A reliable residential internet service meeting specific technical requirements (broadband or fiber, minimum 25mbps/3mbps, hardwired connection).

Preferred Qualifications

While not mandatory, the following qualifications are highly valued:

• Experience in a call center environment.
• A background in mental health and human services.
• Experience working in RFL/Employee Assistance Programs.
• An Associate's or bachelor's degree in a social, psychological, or human service field, or equivalent experience.

Career Growth and Learning Opportunities

At blithequark, we're committed to the growth and development of our team members. As a Customer Support Associate, you'll have access to various training programs, well-being initiatives, and education assistance. Our dynamic environment fosters innovation, creativity, and continuous learning, providing you with the opportunity to evolve professionally and personally.

Work Environment and Culture

Our culture is built around our 'Heart At Work Behaviors,' empowering every team member to contribute to our mission. We prioritize an inclusive, supportive work environment that encourages collaboration, empathy, and mutual respect. As a fully remote role, you'll be part of a distributed team that values flexibility, autonomy, and work-life balance.

Compensation and Benefits

The typical pay range for this role is $18.50 - $35.29 per hour. In addition to your base compensation, you'll be eligible for a bonus or short-term incentive program. Our comprehensive benefits package includes:

• Medical, dental, and vision benefits.
• A 401(k) retirement savings plan and an Employee Stock Purchase Plan.
• Term life insurance, short-term and long-term disability benefits.
• Well-being programs, education assistance, and free development courses.
• A CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) and paid holidays throughout the calendar year.

Join Us in Making a Difference

If you're passionate about delivering exceptional customer service and supporting mental health wellbeing, we invite you to join our team at blithequark. Apply now to become a part of our mission to transform healthcare and make a meaningful impact in the lives of our members.

We anticipate the application window for this opening will close on 10/11/2024. blithequark is an equal opportunity employer and considers qualified applicants with arrest or conviction records in accordance with all federal, state, and local laws.