About arenaflex – Pioneering Human‑Centric Health Solutions
At arenaflex, our mission is simple yet powerful: bring the heart to every moment of health. We are a leading provider of innovative health‑care services, dedicated to delivering personalized, convenient, and affordable solutions for members across the United States. Our Heart‑At‑Work philosophy puts people first—both the members we serve and the teammates who make our vision possible. As a fully remote, 24‑hour call‑center operation, we embrace flexibility, technology, and compassion to transform how employee assistance programs (EAP) and work‑life resources are delivered.
Joining arenaflex means becoming part of a culture that values empowerment, collaboration, and continuous learning. From day one, you’ll be supported by robust training, mentorship, and a community that celebrates every contribution toward a healthier, happier workforce.
Position Overview
The Worklife Customer Support Associate – Employee Assistance Program Specialist is the frontline voice for members seeking guidance, resources, and crisis support through our comprehensive Worklife EAP offerings. Working the night shift (Sunday – Wednesday, 9:00 PM – 7:30 AM EST), you will provide empathetic, accurate, and timely assistance to members navigating life‑skill challenges such as childcare, eldercare, mental‑health counseling, and more.
Key Responsibilities
- Active Listening & Triage: Determine the purpose of each inbound call, listen attentively, and classify the request according to urgency and service type.
- Member Needs Assessment: Conduct thorough assessments, research appropriate Worklife resources, and communicate options clearly and compassionately.
- Crisis Identification: Recognize signs of crisis, initiate escalation protocols, and coordinate immediate action to safeguard member well‑being.
- Case Documentation: Accurately enter member data into the EAP platform, document interactions, and maintain complete, regulatory‑compliant records.
- Appointment Scheduling: Schedule counseling sessions, follow‑up appointments, and coordinate with internal specialists.
- Resource Navigation: Utilize arenaflex’s internal databases and external partner directories to locate validated providers (e.g., childcare, eldercare, mental‑health services).
- Outbound Outreach: Conduct proactive calls to confirm resource allocation, provide follow‑up support, and ensure member satisfaction.
- Administrative Support: Manage printing, fulfillment, and inventory of guidebooks, provider profiles, and other essential materials.
- Team Collaboration: Partner with counselors, supervisors, and cross‑functional teams to resolve complex inquiries and improve service delivery.
- Compliance & Confidentiality: Uphold arenaflex’s privacy policies, regulatory standards, and risk‑management guidelines at all times.
Essential Qualifications
- Minimum 1 year of experience in a call‑center environment or similar customer‑service role.
- Background in a social, psychological, or human‑services field that involves direct client support (e.g., counseling, case management, social work).
- High school diploma or equivalent; a Bachelor’s degree in a related field is preferred but not required.
- Proven ability to handle sensitive, confidential information with the utmost professionalism.
- Excellent verbal communication skills, with the capacity to explain complex resources in simple terms.
- Strong organizational skills and attention to detail for accurate documentation.
- Reliable high‑speed broadband or fiber internet connection (minimum 25 Mbps download / 3 Mbps upload) with a wired Ethernet setup.
- Eligibility to work anywhere in the United States (remote‑first position).
Preferred Qualifications & Additional Skills
- Bachelor’s degree in Psychology, Social Work, Human Services, Business Administration, or a related discipline.
- Experience with EAP platforms, case‑management software, or CRM systems.
- Familiarity with mental‑health crisis protocols and resources.
- Demonstrated ability to thrive in night‑shift, high‑volume environments.
- Tech‑savvy: comfortable navigating multiple databases, web portals, and virtual collaboration tools.
- Multilingual abilities (especially Spanish) are a strong asset.
Core Competencies for Success
- Empathy & Compassion: Ability to connect authentically with members experiencing stressful life events.
- Problem‑Solving: Quick identification of resource gaps and creative linkage to appropriate solutions.
- Communication: Clear, concise, and respectful verbal and written interaction.
- Time Management: Effectively balance multiple calls, documentation tasks, and follow‑ups within shift constraints.
- Team Orientation: Collaborative mindset that supports peers and contributes to a positive call‑center culture.
- Adaptability: Open to evolving protocols, technology upgrades, and shifting member needs.
Career Growth & Learning Opportunities at arenaflex
arenaflex is committed to the professional development of every associate. As a Worklife Customer Support Associate, you will have access to:
- Comprehensive Onboarding: Six weeks of structured training covering arenaflex’s EAP services, compliance standards, and technology platforms.
- Continuous Learning: Free access to online courses, webinars, and certification programs related to mental health, counseling, and customer service excellence.
- Mentorship Programs: Pairing with seasoned counselors and senior support specialists to accelerate skill acquisition.
- Career Pathways: Opportunities to advance into senior support roles, team lead positions, or specialized EAP counseling tracks.
- Leadership Development: Workshops focused on communication, conflict resolution, and project management for those aspiring to supervisory roles.
Work Environment & Culture Highlights
At arenaflex, remote work isn’t just a benefit—it's a strategic advantage. Our culture emphasizes:
- Heart‑Centric Values: Integrity, humility, curiosity, and teamwork are celebrated daily.
- Inclusive Community: Diversity of thought and background is welcomed, fostering innovative approaches to member care.
- Well‑Being Programs: Employee assistance resources for our own staff, including mental‑health counseling, fitness challenges, and peer‑support networks.
- Flexibility: While this role has a set night‑shift schedule, you can design your home workspace to suit your lifestyle.
- Recognition & Rewards: Regular acknowledgment of outstanding service through awards, spot bonuses, and internal shout‑outs.
Compensation, Perks & Benefits
Base Pay: $17.00 – $25.65 per hour, commensurate with experience, education, and geographic location.
Incentive Programs: Eligibility for performance‑based bonuses, short‑term incentive plans, and potential commission structures.
Comprehensive Benefits Package (for eligible full‑time employees):
- Medical, dental, and vision coverage with multiple plan options.
- Fully‑paid term life insurance and short‑/long‑term disability protection.
- 401(k) retirement savings plan with company matching contributions.
- Employee Stock Purchase Plan (ESPP) allowing you to invest in arenaflex’s future.
- Paid Time Off (PTO) accrual, paid holidays, and sick leave in accordance with state regulations.
- Well‑being initiatives such as mindfulness apps, fitness reimbursements, and mental‑health resources.
- Education assistance and tuition reimbursement for further professional growth.
- Discounts on arenaflex‑affiliated retail locations and partner programs.
**Please note:** Holiday shifts are treated as regular workdays unless pre‑approved time off is secured. The first 45 days of employment are non‑PTO eligible, providing a structured ramp‑up period.
How to Apply
If you are passionate about making a tangible difference in people’s lives, thrive in a fast‑paced, night‑shift environment, and are looking for a remote role with a purpose‑driven organization, we want to hear from you. Submit your application today and embark on a rewarding journey with arenaflex.
Click the link below to begin your application process:
Apply Now – Join arenaflex!
Closing Statement
At arenaflex, your voice matters, your compassion is valued, and your career aspirations are supported. Together, we will continue to build a healthier, more resilient workforce—one conversation at a time. Apply now and become a vital part of our Heart‑At‑Work mission.