Experienced Worklife Customer Support Associate - Employee Assistance Program at careerzynith
Join our vibrant Remote team at careerzynith and make a meaningful impact in the lives of our customers! At careerzynith, we're on a mission to revolutionize the way people experience healthcare. Our purpose is to bring our heart to every moment of our customers' health, and we're looking for talented individuals like you to join our team. As a Worklife Customer Support Associate - Employee Assistance Program, you'll play a critical role in delivering an enhanced customer service experience, supporting members as their front-door to Mental Health Wellbeing.
About careerzynith
careerzynith is a leading healthcare company that's dedicated to making healthcare more personal, convenient, and affordable. Our brand is built on a foundation of heart, and we're committed to delivering services that are guided by our purpose. We believe that every moment of our customers' health matters, and we're passionate about creating a culture that's centered around empathy, compassion, and innovation.
Our Heart At Work Behaviors
At careerzynith, we're proud of our Heart At Work Behaviors, which support our purpose and guide our actions. These behaviors include:
- Empathy: We put ourselves in our customers' shoes and strive to understand their needs and concerns.
- Compassion: We show kindness, care, and concern for our customers, and we're committed to making a positive impact in their lives.
- Innovation: We're always looking for new and better ways to deliver services that meet our customers' needs.
- Collaboration: We work together as a team to achieve our goals and make a meaningful difference in our customers' lives.
Position Summary
As a Worklife Customer Support Associate - Employee Assistance Program, you'll be responsible for delivering an enhanced customer service experience, supporting members as their front-door to Mental Health Wellbeing. You'll work closely with our AI chatbot to deliver a combination of human interaction and AI transaction, and you'll be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services.
Key Responsibilities
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Promptly respond to incoming chats within the standard greeting approved timeframe
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- Determine the purpose of incoming chat by focusing on the members' written messages and interacting with callers and provide resources through chat and email.
- Assess client needs; research and structure communication by information members regarding pertinent EAP/Worklife services and resources.
Recognize crisis situations and evaluate for needed action to minimize risk
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- Perform appropriate research in internal databases and online to identify potential providers and resources.
- Enter member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally.
- Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
Communicate effectively with all internal stakeholders
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- Make outbound calls as appropriate to identify and assist with securing member resources and/or services.
- Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
Required Qualifications
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1-3 years of experience in customer service
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Basic computer knowledge
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Proficiency in all Microsoft Office products
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High School Diploma
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Preferred Qualifications
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Experience in a call center environment
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Mental health and human services background preferred
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Experience working in RFL/Employee Assistance Program
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- Associate's or bachelor's degree in a social, psychological or human service field or equivalent experience preferred.
Workspace Requirements
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Technical Requirement for personal residential internet service
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- Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast).
Select a minimum of 25mbps/3mbps
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- Consider the internet usage of others in the household during your scheduled working hours.
Pay Range
The typical pay range for this role is:
$18.50 - $35.29
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors.
Benefits
As an careerzynith employee, you'll enjoy a comprehensive benefits package that includes:
Medical, dental, and vision benefits
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401(k) retirement savings plan
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Employee Stock Purchase Plan
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Fully-paid term life insurance plan
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Short-term and long-term disability benefits
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Numerous well-being programs
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Education assistance
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Free development courses
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CVS store discount
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Discount programs with participating partners
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Paid Time Off (PTO) or vacation pay
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Paid holidays throughout the calendar year
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How to Apply
If you're passionate about delivering exceptional customer service and making a meaningful impact in the lives of our customers, we encourage you to apply for this exciting opportunity! Don't worry if you don't meet every single requirement - we value a great attitude and a willingness to learn above all.
Apply Now
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