Experienced Customer Service Representative – Employee Assistance Program Support Specialist (Monday, Wednesday-Friday 12:30PM-9:00PM EST, & Saturday 7:30AM-4:00PM EST)

Introduction to blithequark

At blithequark, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle shapes our commitment to delivering enhanced, human-centric healthcare in a rapidly changing world. Our brand, with heart at its core, sends a personal message that how we deliver our services is just as important as what we deliver. We are seeking a compassionate and skilled Customer Service Representative to join our team in supporting the provision and use of our Employee Assistance Program (EAP). If you are passionate about making a difference in people's lives and embodying the values of empathy, kindness, and excellence, we encourage you to apply for this rewarding role.

Position Overview

As a Customer Service Representative at blithequark, you will play a vital role in supporting our EAP, which provides essential resources and services to our members. Your schedule will include working 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 treat holidays as normal working business days, unless you have been approved for time off. Additionally, you will be required to complete a six-week training program, which will take place Monday-Friday from 9:00AM-5:30PM EST.

Key Responsibilities

• Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
• Take inbound calls and chats from members, connecting them with additional and appropriate benefits and external resources as needed.
• Support members with troubleshooting and de-escalating issues, embodying blithequark's core values in each 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, performing research in internal databases and online to identify potential providers and resources.
• Enter member information into the appropriate EAP system, documenting comments and information thoroughly and professionally.
• Receive calls transferred from counselors and provide immediate member assistance, scheduling appointments for members with counselors as needed.
• 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, providing miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
• Maintain compliance with policies and regulatory standards, protecting the confidentiality of member information and adhering to enterprise policies and EAP policies and procedures.

Essential Qualifications

To be successful in this role, you will need:

• At least 1 year of experience in a call center environment.
• Experience in a social, psychological, or human service field, providing client support.
• A technical requirement for personal residential internet service, with recommended specifications including broadband or fiber internet, a minimum speed of 25mbps/3mbps, and a hardwired connection.
• A High School Diploma or equivalent.

Preferred Qualifications

While not required, the following qualifications are preferred:

• A background in mental health or human services.
• 1-3 years of healthcare experience.

Skills and Competencies

To excel in this role, you will need to possess excellent communication and interpersonal skills, with the ability to empathize with members and provide personalized support. You should be able to work effectively in a fast-paced environment, prioritizing tasks and managing multiple responsibilities. Additionally, you will need to be proficient in using internal databases and online resources to research and identify member resources.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to supporting the growth and development of our employees. As a Customer Service Representative, you will have access to training and development programs, including our comprehensive onboarding program and ongoing coaching and feedback. You will also have opportunities to advance within the company, taking on new challenges and responsibilities as you grow in your career.

Work Environment and Company Culture

Our work environment is dynamic and supportive, with a focus on collaboration and teamwork. We value diversity and inclusion, recognizing that our differences are what make us stronger. Our company culture is built on the principles of empathy, kindness, and excellence, and we strive to create a positive and uplifting work environment that supports the well-being of our employees.

Compensation, Perks, and Benefits

We offer a competitive pay range of $17.00 - $28.46 per hour, depending on experience and qualifications. In addition to your compensation, you will be eligible for a range of benefits, including medical, dental, and vision coverage, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. You will also have access to numerous well-being programs, education assistance, and free development courses, as well as a blithequark store discount and discount programs with participating partners.

Conclusion

If you are a compassionate and skilled customer service professional looking for a rewarding role, we encourage you to apply for this opportunity. As a Customer Service Representative at blithequark, you will have the chance to make a real difference in the lives of our members, while also growing and developing your career. Don't miss out on this exciting opportunity to join our team and be part of a company that truly cares about its employees and the communities we serve. Apply today and take the first step towards a fulfilling and challenging career with blithequark!