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Employee Assistance Program – Work-life Customer Support Associate
CVS Health. Respond to member inquiries through phone, video, and live chat .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in member support through effective communication and crisis management while navigating multiple systems. Proficient in connecting individuals to behavioral health and community resources, ensuring adherence to service standards.
Highest-signal resume keywords
Member SupportCrisis ManagementBehavioral Health KnowledgeVerbal CommunicationCustomer Service Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
DocumentationSystem NavigationReferral CoordinationBenefit EducationCrisis De-escalation
Soft Skills
Active ListeningInterpersonal SkillsCalmness Under Pressure
Tools & Technologies
Video ConferencingLive Chat Platforms
Industry Keywords
Call Center ExperienceSocial ServicesHuman ServicesClient Support
About the role
Key responsibilities & impact- 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
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
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