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

Why Join arenaflex?

At arenaflex, we believe that health is more than a set of numbers – it’s a lived experience that thrives on 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, families, and communities. As a leader in integrated health solutions, arenaflex blends cutting‑edge technology with human‑centered care, delivering mental‑wellbeing services that are both convenient and affordable. If you’re passionate about supporting people through challenging moments and want to be part of a purpose‑driven organization, you’ve found your next career home.

Position Overview

This is a fully remote, full‑time opportunity based in the United States. You will work a consistent shift of Sunday through Thursday, 1:30 pm – 10:00 pm EST, supporting a 24/7 call‑center environment. While the role is remote, you will be expected to cover holidays and may have schedule adjustments based on business needs. As a member of the arenaflex Mental Health Support Team, you will serve as the front‑door for employees seeking assistance with work‑life balance, emotional health, and a variety of personal challenges.

Key Responsibilities

Member Interaction & Support

• Listen actively to callers, determine the purpose of each contact, and triage inquiries with professionalism and empathy.
• Assess members’ needs, research appropriate Employee Assistance Program (EAP) and Worklife resources, and communicate options clearly.
• Identify crisis situations, evaluate risk, and initiate appropriate escalation protocols to protect member safety.
• Enter accurate case information into the arenaflex EAP system, documenting all interactions and follow‑up actions.
• Schedule counseling appointments, coordinate referrals, and ensure members receive timely support.
• Provide guidance on life‑skill resources such as childcare, eldercare, financial counseling, and other social determinants of health.

Team Collaboration & Administrative Support

• Receive transferred calls from counselors, delivering immediate assistance and seamless hand‑offs.
• Make outbound calls to verify resource availability, confirm appointments, and follow up on pending actions.
• Assist teammates with printing, collating, and mailing provider profiles, guidebooks, and other essential materials.
• Maintain an inventory of EAP resources within the arenaflex system, ensuring up‑to‑date availability for the team.
• Provide general administrative support, including follow‑up calls, documentation, and ad‑hoc tasks as assigned.

Compliance & Quality Assurance

• Safeguard member confidentiality in accordance with arenaflex policies, HIPAA, and applicable regulations.
• Maintain thorough, accurate documentation that meets risk‑management and audit standards.
• Proactively listen to members, anticipate needs, and own each interaction from start to resolution.
• Serve as a single point of contact for phone, digital, and written inquiries, delivering customized experiences based on member preferences.
• Administer structured pre‑screening assessments to route urgent needs to the correct resources quickly.
• Identify social‑determinant triggers and connect members with validated community resources.

Essential Qualifications

• Minimum of 1 year of customer service or call‑center experience, demonstrating strong communication and problem‑solving abilities.
• At least 1 year of experience in a social, psychological, or human‑service role providing direct client support.
• Proficiency with basic computer applications, including Microsoft Office Suite (Word, Excel, Teams) and web‑based platforms.
• High school diploma or GED equivalent; additional education in psychology, social work, or related fields is a plus.

Preferred Qualifications

• 1 year of experience in behavioral health, mental‑wellbeing, or employee assistance services.
• Familiarity with EAP software platforms and the ability to quickly learn arenaflex’s internal systems.
• Demonstrated ability to handle high‑stress situations with composure and empathy.

Core Skills & Competencies

• Active Listening: Ability to hear both spoken words and underlying emotions, ensuring members feel heard and understood.
• Critical Thinking: Quickly assess situations, identify appropriate resources, and make sound decisions under pressure.
• Communication: Clear, concise, and compassionate verbal and written communication tailored to diverse audiences.
• Technology Savvy: Comfortable navigating multiple databases, CRM tools, and virtual communication platforms.
• Team Orientation: Collaborative mindset that supports colleagues and contributes to a positive, high‑performing team culture.
• Compliance Awareness: Understanding of privacy regulations and a commitment to maintaining strict confidentiality.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Associate, you will have access to:

• Free online courses and certifications in mental health, counseling basics, and customer service excellence.
• Mentorship programs pairing you with seasoned behavioral health specialists.
• Opportunities to transition into advanced roles such as EAP Coordinator, Mental Health Advisor, or Operations Analyst.
• Regular webinars on emerging trends in employee wellbeing, tele‑health, and digital health technologies.
• Cross‑functional projects that broaden your skill set and expose you to strategic initiatives across arenaflex.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $18.50 – $31.72, based on experience, education, and geographic location. In addition to base pay, eligible employees may participate in performance‑based bonuses, short‑term incentives, and profit‑sharing programs.

Our comprehensive benefits package includes:

• Medical, dental, and vision coverage with multiple plan options.
• Eligibility for the arenaflex 401(k) retirement plan with company match, plus an Employee Stock Purchase Plan.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), vacation accrual, and paid holidays aligned with state regulations.
• Well‑being programs such as mental‑health counseling, fitness subsidies, and mindfulness resources.
• Education assistance, tuition reimbursement, and access to a library of development courses.
• Exclusive arenaflex store discount and partner‑program discounts on a variety of products and services.

Work Environment & Culture at arenaflex

Our remote workforce thrives on flexibility, trust, and a shared sense of purpose. arenaflex promotes an inclusive culture where diversity of thought is celebrated, and every colleague is encouraged to bring their authentic self to work. Key cultural pillars include:

• Heart‑Centered Service: We place empathy at the core of every interaction, both with members and teammates.
• Innovation Mindset: Continuous improvement is embedded in our processes, encouraging you to suggest and implement new ideas.
• Collaboration: Regular virtual huddles, cross‑team projects, and open communication channels keep us connected.
• Recognition: arenaflex celebrates achievements through awards, shout‑outs, and career‑advancement pathways.
• Wellness Focus: From mental‑health days to virtual fitness challenges, we prioritize your holistic wellbeing.

COVID‑19 Vaccination Policy

arenaflex requires that all eligible employees be fully vaccinated against COVID‑19, including any required booster doses, unless a lawful accommodation is granted based on disability, medical condition, religious belief, or other protected characteristic. Proof of vaccination must be provided prior to the first day of employment, or a reasonable accommodation request must be submitted within the first ten days of hire. In jurisdictions where vaccination proof is mandated, compliance will be verified before work commences.

Commitment to Accessibility & Inclusion

arenaflex is dedicated to recruiting, hiring, developing, and retaining individuals with disabilities. We provide reasonable accommodations throughout the hiring process and on‑the‑job, including sign language interpreters, alternative formats for written materials, and assistive technologies. If you require an accommodation, please contact our Accessibility Team at [email protected]. We aim to respond within 48 business hours and will work collaboratively to meet your needs.

How to Apply

If you are ready to bring your heart to arenaflex and make a meaningful impact on the mental wellbeing of countless individuals, we encourage you to submit your application today. Click the link below to begin the process, and be prepared to showcase your passion for service, empathy, and problem‑solving.

Apply Now – Join arenaflex!

Take the Next Step

At arenaflex, you’ll join a community of dedicated professionals who believe that every interaction matters. Your role as an EAP Worklife Customer Support Associate will be pivotal in delivering compassionate, timely assistance to members navigating life’s challenges. We look forward to welcoming you to a workplace where your skills are valued, your growth is supported, and your heart can truly make a difference.