Employee Assistance Program – Work-life Customer Support Associate
Job Description:
- Respond to member inquiries through phone, video, and live chat
- Assess member needs and connect individuals to behavioral health, employee assistance, and community resources
- Provide information, guidance, referrals, and benefit education
- Recognize warning signs, de-escalate challenging situations, and facilitate clinical transfers when appropriate
- Support members and their families while adhering to program policies and service standards
- Accurately document interactions and maintain confidentiality
- Navigate multiple systems simultaneously in a fast-paced, service-focused environment
Requirements:
- 1-2 years of experience in a call center, help line, customer support, or similar virtual service environment
- 1 year of experience in a social service, behavioral health, psychological, human services, or client support role
- Strong verbal communication, active listening, and interpersonal skills
- Ability to remain calm and supportive during emotionally challenging or crisis situations
- Strong computer skills with the ability to navigate multiple systems simultaneously
- Reliable, hardwired broadband or fiber internet connection required
- High school diploma or equivalent required
Benefits:
- CVS Health bonus, commission or short-term incentive program in addition to base pay
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being
