Worklife Chat Support Associate - Employee Assistance Program (Wed-Sat 3:30PM-2:00AM EST)

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Requirements:

• 1-3 years' experience in customer service experience.
• Basic computer knowledge.
• Proficiency in all Microsoft Office products

Responsibilities:

• Promptly responds incoming chats within the standard greeting approved timeframe.
• Determines purpose of incoming chat by focusing on the members written messages and interacting with callers and provides resources through chat and email.
• Assesses client’s needs; researches and structures communication by information members regarding pertinent EAP/Worklife services and resources.
• Recognizes crisis situations and evaluates for needed action to minimize risk.
• Performs appropriate research in internal databases and online to identify potential providers and resources.
• Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally. Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Agent will triage calls in a in a professional and timely manner if needed.
• Communicates effectively with all internal stakeholders.
• Makes outbound calls as appropriate to identify and assist with securing member resources and/or services.
• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
• Compliance with Policies and Regulatory Standards.
• Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.
• Resolves complex issues without or with limited management intervention.
• Outreach Providers to link services requested by members.