Experienced Worklife Customer Support Associate for Employee Assistance Program - Delivering Compassionate Support and Resources to Enhance Work-Life Balance

Introduction to blithequark

At blithequark, we are driven by a singular purpose: to bring heart to every moment of health and well-being. This guiding principle shapes our commitment to delivering human-centric care and support that is both personal and empowering. As a leader in the health care industry, blithequark recognizes the importance of fostering a culture that values compassion, innovation, and collaboration. Our Heart At Work Behaviors support this purpose, empowering every team member to play a vital role in transforming our culture and accelerating our ability to innovate and deliver solutions that make health care more accessible, convenient, and affordable.

Job Overview

We are seeking an experienced and compassionate Worklife Customer Support Associate to join our Employee Assistance Program (EAP) team. As a Worklife Customer Support Associate, you will be responsible for coordinating Worklife, employee assistance, and management consultant resources to support the well-being and success of our members. This role requires a unique blend of customer service skills, problem-solving abilities, and knowledge of resources and services that promote work-life balance.

Key Responsibilities

• Execute routine and non-routine business support tasks for the Employee Assistance Program Worklife area, referring deviations from standard practices to managers as needed.
• Follow area protocols, standards, and policies to provide effective and timely support to members, ensuring that all interactions are handled with empathy and professionalism.
• Answer calls, understand the purpose of each call, complete research to identify potential providers and resources, and enter member information into the appropriate system to initiate the case.
• Respond to member inquiries about services, requests, and resources for life skills, providing accurate and helpful information to support their well-being.
• Maintain accurate and complete internal documentation of required information, ensuring that all records meet risk management and regulatory requirements.
• Takes direction to execute techniques, processes, and responsibilities, demonstrating a willingness to learn and adapt to new situations and challenges.

Qualifications and Requirements

To be successful in this role, you must possess a combination of skills, experience, and personal qualities that enable you to provide exceptional customer support and resource coordination. The following qualifications and requirements are essential:

Essential Qualifications

• Must reside in the State of California.
• Minimum of 3 years of customer service experience, with a proven track record of providing empathetic and effective support to clients or customers.
• Working knowledge of problem-solving and decision-making skills, with the ability to analyze situations, identify solutions, and make informed decisions.
• High School Diploma or GED required.

Preferred Qualifications

• Continuous years of work experience, with a preference for candidates who have demonstrated stability and growth in their careers.
• Call center experience preferred, with a strong understanding of call center operations, protocols, and performance metrics.
• Education beyond high school, such as a degree in a related field, may be advantageous, but is not required.

Skills and Competencies

To excel in this role, you must possess a range of skills and competencies that enable you to provide exceptional customer support, coordinate resources, and work effectively in a team environment. The following skills and competencies are essential:

• Excellent communication and interpersonal skills, with the ability to interact with members, colleagues, and managers in a professional and empathetic manner.
• Strong problem-solving and decision-making skills, with the ability to analyze situations, identify solutions, and make informed decisions.
• Ability to work in a fast-paced environment, prioritizing tasks, managing multiple responsibilities, and meeting deadlines.
• Strong organizational and time management skills, with the ability to maintain accurate and complete records, and manage multiple projects and tasks simultaneously.
• Ability to work collaboratively in a team environment, building strong relationships with colleagues, and contributing to a positive and supportive team culture.

Career Growth and Learning Opportunities

At blithequark, we are committed to supporting the growth and development of our team members, providing opportunities for learning, advancement, and professional development. As a Worklife Customer Support Associate, you will have access to a range of training programs, workshops, and resources to help you build your skills, expand your knowledge, and advance your career.

Work Environment and Company Culture

Our work environment is built on a foundation of respect, empathy, and inclusivity, with a strong focus on supporting the well-being and success of our team members. We recognize that our employees are our greatest asset, and we are committed to creating a positive, supportive, and empowering work environment that enables everyone to thrive. Our company culture is characterized by a sense of community, collaboration, and camaraderie, with a strong emphasis on recognizing and rewarding outstanding performance, and celebrating our successes.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a pay range of $18.50 - $38.82 per hour, depending on experience and qualifications. In addition to your base salary, you will be eligible for a range of perks and benefits, including:

• A comprehensive benefits package, including medical, dental, and vision coverage.
• A 401(k) retirement savings plan, with company matching contributions.
• An Employee Stock Purchase Plan, enabling you to purchase company stock at a discounted rate.
• A fully-paid term life insurance plan, providing financial protection for you and your loved ones.
• Short-term and long-term disability benefits, providing financial support in the event of illness or injury.
• Paid Time Off (PTO) or vacation pay, enabling you to take time off to relax, recharge, and pursue your interests.
• Paid holidays throughout the calendar year, recognizing the importance of work-life balance and time with loved ones.

Conclusion

If you are a compassionate, customer-focused, and resourceful individual who is passionate about delivering exceptional support and resources to others, we encourage you to apply for this exciting opportunity to join our team as a Worklife Customer Support Associate. At blithequark, we are committed to creating a positive, supportive, and empowering work environment that enables everyone to thrive, and we look forward to welcoming you to our team.