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
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