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

Why arenaflex?

At arenaflex, we believe that health is more than a set of metrics – it’s a lived experience shaped by compassion, accessibility, and personal connection. Our purpose, “Bringing our heart to every moment of your health,” drives a culture where every colleague is empowered to make a tangible difference in the lives of members, their families, and the broader community. As a leader in integrated health solutions, arenaflex blends cutting‑edge technology with human‑centric care, delivering services that are both innovative and deeply personal.

Our Heart At Work behaviors reinforce this mission, encouraging every team member to act with empathy, integrity, and a relentless focus on improving outcomes. Whether you’re supporting a member in crisis or helping a colleague locate childcare resources, you’ll be part of a dynamic, purpose‑driven organization that values your contributions and invests in your growth.

Position Overview

This is a fully remote, full‑time opportunity with a consistent schedule of Sunday through Thursday, 1:30 pm – 10:00 pm EST. As a member of the arenaflex Call Center, you will serve as the front‑door for mental health and employee assistance services, providing compassionate, knowledgeable, and timely support to individuals seeking help with a wide range of personal and professional challenges.

Key aspects of the role include:

• Remote work from any location within the United States.
• Shift coverage for a 24/7 call center, including holidays as needed.
• Flexibility to adjust schedules based on business demand.

Core Responsibilities

Member Support & Interaction

• Active Listening & Triage: Determine the purpose of each call by listening attentively, asking clarifying questions, and triaging the inquiry with professionalism and speed.
• Needs Assessment: Evaluate the caller’s situation, research relevant arenaflex Employee Assistance Program (EAP) and Worklife resources, and clearly communicate options.
• Crisis Management: Recognize signs of acute distress or crisis, initiate appropriate safety protocols, and coordinate with internal escalation teams to minimize risk.
• Resource Identification: Conduct thorough research using internal databases and reputable online sources to locate qualified providers, support services, and community resources.
• Case Documentation: Accurately enter member information into the EAP system, documenting all interactions, decisions, and follow‑up actions in a professional manner.

Team Member Support

• Receive transferred calls from counselors, providing immediate assistance and ensuring seamless continuity of care.
• Schedule appointments with qualified counselors, confirming details and sending reminders to both members and providers.
• Assist colleagues with inquiries related to life‑skill resources such as childcare, eldercare, financial counseling, and more.
• Maintain clear, timely communication with internal stakeholders, including case managers, supervisors, and compliance officers.
• Utilize arenaflex databases to verify the validity of resources and ensure they meet quality standards.
• Make outbound outreach calls when necessary to confirm resource availability or to follow up on pending actions.
• Support the preparation and fulfillment of printed materials, including provider profiles, guidebooks, and letters, while tracking inventory within the EAP system.
• Provide general administrative assistance, such as follow‑up calls, documentation, and ad‑hoc tasks as assigned.

Compliance & Quality Assurance

• Safeguard member confidentiality in accordance with arenaflex policies, HIPAA, and other regulatory standards.
• Maintain complete and accurate internal documentation to satisfy risk management and audit requirements.
• Proactively listen to members, anticipate needs, and take ownership of each interaction from start to resolution.
• Serve as a single point of contact for phone, digital, and written correspondence, delivering customized experiences based on member preferences.
• Resolve complex issues independently, escalating to management only when necessary.
• Administer structured pre‑screening assessments to identify urgent needs and direct members to appropriate resources.
• Identify social determinants of health and connect members with viable community resources to address those needs.

Required Qualifications

• Minimum of 1 year of customer service or call‑center experience.
• At least 1 year of experience in a social, psychological, or human‑service role providing direct client support.
• Proficiency with basic computer applications (Microsoft Office Suite, Word, Excel, Teams, etc.).
• High school diploma or equivalent (GED).

Preferred Qualifications

• 1 year of experience in behavioral health or mental‑health support.
• Familiarity with EAP platforms, case‑management software, or similar systems.
• Demonstrated ability to navigate sensitive conversations with empathy and professionalism.
• Experience working in a remote or distributed team environment.

Essential Skills & Competencies

• Empathy & Emotional Intelligence: Ability to connect with callers on a personal level, understand their concerns, and respond with genuine care.
• Problem‑Solving: Quickly assess situations, identify appropriate resources, and devise actionable solutions.
• Communication: Clear, concise, and respectful verbal and written communication skills.
• Organizational Ability: Manage multiple cases simultaneously while maintaining meticulous documentation.
• Technical Literacy: Comfortable navigating multiple software platforms, databases, and digital communication tools.
• Resilience: Maintain composure and effectiveness when handling high‑stress or emotionally charged interactions.
• Team Collaboration: Work cooperatively with counselors, supervisors, and cross‑functional partners to deliver seamless service.

Career Growth & Development

arenaflex is committed to the continuous development of its workforce. As a Customer Support Associate, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Ongoing training modules covering mental‑health best practices, advanced communication techniques, and regulatory compliance.
• Opportunities to pursue certifications in counseling support, EAP administration, or related fields.
• Clear career pathways toward senior support roles, team lead positions, or specialized areas such as behavioral health coordination.
• Regular performance feedback and career‑planning sessions with managers.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects experience, education, and geographic location. The typical hourly range for this role is $18.50 – $31.72, with eligibility for performance‑based bonuses, commissions, or short‑term incentives.

In addition to base pay, arenaflex provides a comprehensive benefits suite, including:

• Medical, dental, and vision coverage with multiple plan options.
• Retirement savings plans (401(k)) with company matching contributions.
• Employee Stock Purchase Plan (ESPP) for eligible participants.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Well‑being programs such as mental‑health resources, fitness subsidies, and mindfulness workshops.
• Education assistance, tuition reimbursement, and free development courses.
• Discounts on arenaflex store purchases and partner programs.
• Generous paid time off (PTO), vacation accrual, and paid holidays in accordance with state laws and company policy.

arenaflex also supports a safe workplace by requiring COVID‑19 vaccination (or approved accommodations) where legally permissible, ensuring a healthy environment for all colleagues.

Work Environment & Culture

Our remote workforce enjoys the flexibility to work from any U.S. location while staying connected through collaborative tools, virtual team‑building events, and regular check‑ins. arenaflex fosters an inclusive culture where diversity of thought, background, and experience is celebrated. We prioritize:

• Open communication channels that encourage feedback and idea sharing.
• Recognition programs that celebrate individual and team achievements.
• Employee resource groups (ERGs) that support underrepresented communities.
• Accessible accommodations for colleagues with disabilities, ensuring equal opportunity to thrive.

How to Apply

If you are passionate about helping others, thrive in a fast‑paced, remote environment, and want to make a meaningful impact on mental‑health and employee wellbeing, we invite you to join arenaflex. Bring your heart, your expertise, and your commitment to service – and become part of a team that truly cares.

Ready to start your journey with arenaflex? Click the link below to submit your application and embark on a rewarding career dedicated to improving lives.

Apply Now