Experienced Customer Service Representative for Employee Assistance Program – Delivering Compassionate Support and Exceptional Service in a Dynamic Call Center Environment

Introduction to blithequark

At blithequark, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle inspires our commitment to delivering human-centric healthcare solutions that make a meaningful difference in people's lives. Our culture is built on the foundation of our Heart At Work Behaviors, which empower every team member to play a vital role in transforming our organization and driving innovation. If you are passionate about making a positive impact and embodying the values of compassion, integrity, and excellence, we invite you to join our team as a Customer Service Representative for our Employee Assistance Program (EAP).

Job Overview

In this critical role, you will be responsible for providing exceptional support to our members through our EAP, ensuring that they receive the resources and guidance they need to navigate life's challenges. As a key member of our call center team, you will work a schedule that includes Monday, Wednesday-Friday from 12:30PM-9:00PM EST, and Saturday from 7:30AM-4:00PM EST. Please note that, as a 24-hour call center operation, we observe holidays as normal working business days, unless you have been approved for time off. Additionally, you will be required to complete a comprehensive training program during your first six weeks of employment, which will take place Monday-Friday from 9:00AM-5:30PM EST.

Key Responsibilities

• Determine the purpose of each call by actively listening to and interacting with callers, triaging calls in a professional and timely manner.
• Take inbound calls and chats from members, providing empathetic and solution-focused support.
• Connect members with additional benefits and external resources, ensuring that they receive comprehensive support.
• Troubleshoot and deescalate issues as needed, embodying blithequark's core values in every interaction.
• Assess clients' needs, researching and articulately communicating information regarding pertinent EAP services and resources.
• Recognize crisis situations and evaluate the need for action to minimize risk, ensuring the well-being and safety of our members.
• Perform research in internal databases and online to identify potential providers and resources, maintaining accurate and complete documentation of all interactions.
• Enter member information into our EAP system, initiating cases and documenting comments and information thoroughly and professionally.
• Receive calls transferred from counselors, providing immediate member assistance and support.
• Schedule appointments for members with counselors, ensuring seamless coordination of care.
• Assist team members with necessary activities to effectively respond to member inquiries and requests for services and resources related to various life skills.
• Utilize relevant databases to research and identify validated, appropriate member resources, maintaining compliance with policies and regulatory standards.

Essential Qualifications

• 1+ years of experience in a call center environment, with a proven track record of delivering exceptional customer service.
• Experience in a social, psychological, or human service field, providing client support and demonstrating a deep understanding of the complexities of human needs.
• Technical requirements for personal residential internet service, including a minimum of 25mbps/3mbps and a hardwired connection (ethernet connection).
• High School Diploma or equivalent, with a strong foundation in communication, empathy, and problem-solving skills.

Preferred Qualifications

• Mental health or human services background, with a deep understanding of the complexities of human needs and the importance of compassionate support.
• 1-3 years of healthcare experience, with a proven track record of delivering exceptional customer service and navigating complex healthcare systems.

Career Growth and Development

At blithequark, we are committed to the growth and development of our team members, providing opportunities for professional advancement, education, and training. As a Customer Service Representative for our EAP, you will have access to a range of resources and support systems, including:

• Comprehensive training programs, designed to enhance your skills and knowledge in customer service, crisis intervention, and resource navigation.
• Mentorship and coaching, providing guidance and support as you navigate your role and develop your career.
• Opportunities for advancement, with a clear path for professional growth and development within our organization.
• Education assistance, including tuition reimbursement and access to online courses and training programs.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment, which is built on the foundation of our Heart At Work Behaviors. As a team member, you can expect:

• A collaborative and inclusive culture, which values diversity, equity, and inclusion.
• A supportive and empathetic team, which is dedicated to delivering exceptional customer service and making a positive impact in our members' lives.
• A range of wellness programs and resources, designed to support your physical, emotional, and mental well-being.
• Opportunities for community engagement and volunteerism, allowing you to make a positive impact in your community and give back to those in need.

Compensation and Benefits

At blithequark, we offer a competitive compensation package, which includes:

• A base hourly rate or base annual full-time salary, with a range of $17.00 - $28.46 per hour.
• Eligibility for a bonus, commission, or short-term incentive program, providing opportunities for additional earnings and recognition.
• A comprehensive benefits package, including medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and an Employee Stock Purchase Plan.
• A range of wellness programs and resources, designed to support your physical, emotional, and mental well-being.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Conclusion

If you are a compassionate and empathetic individual, with a passion for delivering exceptional customer service and making a positive impact in people's lives, we invite you to join our team as a Customer Service Representative for our Employee Assistance Program. At blithequark, we are committed to creating a supportive and inclusive work environment, which values diversity, equity, and inclusion. Apply today to join our dynamic team and embark on a rewarding career that makes a difference in the lives of others.