Experienced EAP & Worklife Customer Support Specialist - Mental Health & Wellbeing Services (Sunday-Thursday Evening Shift)

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Join Our Heart-Centered Mission at arenaflex

Every moment of your health matters. At arenaflex, we believe that true healthcare goes beyond physical wellness—it encompasses the complete human experience, including mental and emotional wellbeing. We are searching for compassionate, dedicated professionals who want to make a meaningful difference in people's lives by becoming part of our premier Employee Assistance Program (EAP) and Worklife Services team.

When you join arenaflex, you become part of a legacy of caring that transforms how healthcare is delivered across America. Our commitment to human-centric health care means we see each person who reaches out to us not as a case number, but as a fellow human being deserving of empathy, support, and personalized assistance. As a Customer Support Specialist in our EAP & Worklife division, you will be the first point of contact for employees and their families seeking guidance during challenging times—making your role both critical and deeply rewarding.

This is a fully remote position, allowing you to work from anywhere within the United States. We provide the technology, training, and support you need to succeed, while you bring your heart to every interaction with the members we serve.

Position Overview: Be the Voice of Compassion

We are currently seeking high-performing individuals to join our team as EAP & Worklife Customer Support Specialists. This team serves as the vital front-door to Mental Health Wellbeing for members across the nation. Our mission is to deliver an integrated, seamless experience across the breadth of our Behavioral Health and Medical products, ensuring every member and their families receive the right support for their unique mental wellbeing needs.

In this role, you will be responsible for supporting the provision and use of Worklife, employee assistance, and management consultant resources. You will interact with callers who are navigating complex life challenges, providing them with information, resources, and compassionate support that can make all the difference in their wellbeing.

Shift Details:

• Schedule: Sunday through Thursday, 1:30 PM - 10:00 PM EST


• Work Environment: Fully remote - work anywhere in the U.S.


• Operation Hours: Our call center operates 24 hours a day, 7 days a week


• Availability: Holiday work is expected, and schedules may be adjusted based on business need

What You'll Do: Making a Difference Every Day

As a member of our EAP & Worklife team, your responsibilities will span multiple areas, all focused on delivering exceptional support to those who need it most. Here's what you can expect:

Member Support - Being There When It Matters Most

• Determine the purpose of each call by actively listening and interacting with callers, triaging each situation professionally and timely


• Assess clients' needs thoroughly and research information to articulately communicate details regarding pertinent EAP and Worklife services and resources


• Recognize crisis situations and evaluate the need for immediate action to minimize risk to the caller


• Perform appropriate research in internal databases and online resources to identify potential providers and resources that match member needs


• Enter member information into the appropriate EAP system to initiate cases and document all comments and information thoroughly and professionally


• Serve as the first point of contact for members reaching out in their time of need

Team Member Support - Collaborative Excellence

• Receive calls transferred from counselors and provide immediate, effective member assistance


• Schedule appointments for members with counselors, ensuring timely access to care


• Assist team members with activities needed to effectively respond to member inquiries and requests for services and resources related to various life skills such as finding childcare, finding eldercare, legal assistance, financial planning, and more


• Communicate effectively with all internal stakeholders to ensure coordinated care


• Utilize relevant internal databases to research and identify validated, appropriate member resources


• Make outbound calls as appropriate to identify and assist with securing member resources and services


• Assist with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, and collating materials for mailing


• Maintain an inventory of materials in the appropriate EAP system

Problem Resolution - Owning Every Interaction

• Address inquiries and resolve issues as a "single-point-of-contact" based on phone calls, digital, and written correspondence


• Provide customized interactions based on customer preference and individualized needs


• Resolve complex issues with limited or no management intervention, demonstrating strong problem-solving skills


• Administer structured pre-screening assessments based on triggers to assure urgent needs are directed appropriately


• Identify triggers for additional resources and support connections


• Assess for social determinants and needs, offering and connecting members with viable resources to address those needs


• Proactively listen to members and anticipate their needs, taking full ownership of each interaction

Compliance & Documentation - Maintaining the Highest Standards

• Protect the confidentiality of member information and adhere to enterprise policies, EAP, and Worklife policies and procedures


• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements


• Complete all required training and compliance modules on time


• Perform miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned

What We're Looking For: Your Qualifications Matter

Required Qualifications:

• Customer Service Experience: Minimum of 1 year of customer service and call center experience, demonstrating your ability to handle diverse interactions with professionalism and empathy
• Human Services Background: Minimum of 1 year of experience in a social, psychological, or human service field providing direct client support. This could include roles in counseling, social work, case management, community services, or related areas
• Technical Proficiency: Basic computer knowledge including Microsoft Office Suite (Word, Excel, Teams, etc.), demonstrating your ability to navigate multiple systems and applications
• Educational Requirement: High School Diploma or equivalent GED

Preferred Qualifications:

• Behavioral Health Experience: Prior experience in behavioral health or mental health services is highly preferred, as you'll be supporting members with mental wellbeing concerns
• Crisis Intervention Training: Background in crisis de-escalation or suicide prevention training is a plus
• EAP Knowledge: Familiarity with Employee Assistance Programs and Worklife services
• Multi-lingual Capabilities: Proficiency in languages other than English is always valued

Skills & Competencies for Success

To thrive in this role, you'll need a combination of technical skills and essential human qualities:

• Active Listening: The ability to truly hear what members are saying—not just their words, but their underlying needs and emotions


• Empathy & Compassion: Genuine care for others and the desire to help during difficult times


• Critical Thinking: Strong analytical abilities to assess situations, identify needs, and determine appropriate resources


• Crisis Recognition: Ability to quickly identify crisis situations and respond appropriately


• Written Communication: Excellent documentation skills with attention to detail


• Technical Adaptability: Comfortable learning new systems and technologies


• Time Management: Ability to handle multiple calls and tasks efficiently while maintaining quality


• Resilience: Emotional strength to handle difficult conversations while maintaining professionalism


• Team Collaboration: Strong interpersonal skills to work effectively with colleagues and internal stakeholders

Growth & Development: Build Your Career With Us

At arenaflex, we believe in investing in our people. When you join our team, you gain access to:

• Comprehensive Training: Initial training program to equip you with the knowledge and skills needed to succeed in your role


• Career Advancement: Opportunities for internal promotion as you grow professionally


• Continuous Learning: Access to free development courses and training resources


• Professional Development: Exposure to behavioral health, employee assistance, and Worklife services that can advance your career in human services


• Skill Building: Develop expertise in crisis intervention, resource coordination, and customer service excellence

Many of our team members have built long, rewarding careers at arenaflex, moving into supervisory roles, specialized positions, or expanding their expertise in behavioral health services.

Work Environment & Culture: Our Heart At Work

Our culture is built on a foundation of compassion, integrity, and innovation. We call it "Heart At Work," and it's more than just a slogan—it's how we approach every interaction, both with the people we serve and with each other.

As a remote team member, you'll enjoy:

• Flexibility: The ability to work from home, eliminating commute time and providing better work-life balance


• Independence: Trust in your abilities to do your job effectively while having support when you need it


• Connection: Regular team meetings, virtual events, and ongoing communication with colleagues


• Technology: Company-provided equipment and systems to help you succeed


• Inclusion: A commitment to diversity, equity, and inclusion in everything we do

We value different perspectives and backgrounds. arenaflex is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. We provide equal access to the benefits and privileges of employment, including reasonable accommodations to perform essential job functions.

Compensation & Benefits: Rewarding Your Contributions

We recognize that our team members are our greatest asset. That's why we offer a comprehensive benefits package designed to support your wellbeing—in all aspects of life:

Competitive Pay:

• The pay range for this position is $18.50 - $31.72 per hour, depending on experience, education, and geography


• Eligible for arenaflex bonus, commission, or short-term incentive programs in addition to base pay

Health & Wellness Benefits:

• Full range of medical, dental, and vision benefits


• Wellbeing programs to support your physical and mental health


• Employee Assistance Program (EAP) for you and your family

Financial Security:

• 401(k) retirement savings plan with company match


• Employee Stock Purchase Plan


• Fully-paid term life insurance plan


• Short-term and long-term disability benefits

Time Off & Work-Life Balance:

• Paid Time Off (PTO) or vacation pay


• Paid holidays throughout the calendar year


• Sick time and other time off as provided consistent with state law and company policies

Additional Perks:

• Free development courses and educational assistance


• arenaflex store discount


• Discount programs with participating partners


• CVS store discount (as applicable)

For more detailed information on available benefits, please visit our careers website.

COVID-19 Vaccination Requirement

arenaflex requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment.

Ready to Make a Difference?

If you're looking for more than just a job—if you want a career where your work truly matters and you can make a positive impact on people's lives every single day—we invite you to apply.

At arenaflex, we bring our heart to every moment of health. Join us, and bring yours too.

We encourage you to apply today and take the first step toward a rewarding career where compassion meets opportunity.