Employee Assistance Program Customer Support Associate

CVS Health

. Serve as the first point of contact for members seeking emotional support, behavioral health resources, and employee assistance services through Aetna's Resources for Living Employee Assistance Program .

Posted 9/18/2026full-timeRemote • Alabama • United States, SpainJuniorMid-Level💰 $19 - $42 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing emotional support and behavioral health resources while effectively navigating multiple systems in a fast-paced environment. Strong communication and interpersonal skills are essential for connecting members to appropriate services and maintaining confidentiality.

Highest-signal resume keywords

Behavioral Health SupportCrisis InterventionCustomer Service ExperienceVerbal Communication SkillsActive Listening

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call Center ExperienceClient SupportSocial Services ExperienceDocumentation SkillsSystem Navigation

Soft Skills

Interpersonal SkillsCalm Under PressureEmpathy

Tools & Technologies

Video CommunicationLive Chat Systems

Industry Keywords

Employee Assistance ProgramBehavioral Health ResourcesCrisis SupportHigh-Volume Customer ServiceConfidentiality

About the role

Key responsibilities & impact

Serve as the first point of contact for members seeking emotional support, behavioral health resources, and employee assistance services through Aetna's Resources for Living Employee Assistance Program
Respond to member inquiries through phone, video, and live chat
Assess member needs and connect individuals to appropriate 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
Work Saturday through Wednesday, 1:00 PM–9:30 PM EST

Requirements

What you’ll need

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
Preferred: experience supporting individuals in behavioral health, employee assistance, crisis support, or related helping professions
Preferred: experience working in a high-volume customer service environment
Bilingual language skills preferred

Benefits

Comp & perks

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