Experienced Customer Service Representative – Remote Ticket to Work Program Support

Join arenaflex, a leading provider of innovative solutions, and become a part of a dynamic team that is dedicated to making a positive impact in the lives of individuals and communities. Are you a customer service professional with a passion for helping others? Do you have excellent communication skills and a strong desire to work in a fast-paced, remote environment? If so, we encourage you to apply for the Experienced Customer Service Representative – Remote Ticket to Work Program Support position at arenaflex.

Why choose arenaflex?

At arenaflex, we pride ourselves on our winning culture, which promotes employee satisfaction, teamwork, and a family atmosphere. Our values of customer satisfaction, quality services, respect for each other, transparency, and innovation are what make us the employer of choice. We take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Competitive Compensation and Benefits Package

arenaflex offers a competitive compensation package, including:

• $17.20 per hour + $4.57 towards Health and Wellness
• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours and Technical Equipment Requirements

As a remote customer service representative, you will work from the comfort of your own home, with available shifts between 8 am – 8 pm EST, Monday – Friday. To ensure a seamless and productive work experience, you will need:

• Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections.
• Ethernet cable access. Wi-Fi-only connectivity is prohibited.
• Private and secure workspace within your home. Away from noise and distractions.
• Computer and audio headset provided. Must be able to pick up equipment on location.

Job Duties and Responsibilities

As an Experienced Customer Service Representative – Remote Ticket to Work Program Support, you will be responsible for:

• Providing baseline benefits awareness and information available through the Ticket to Work Program.
• Responding to general inquiries relating to the Ticket to Work Program and other resources and incentives for beneficiaries who are considering work.
• Providing as needed, referral of eligible and appropriate beneficiaries to a WIPA using the National WIPA Database, or process to be provided by the client.
• Taking appropriate and immediate action to allow beneficiaries to opt out of further communication.
• Taking appropriate and immediate action on questions from beneficiaries about Ticket status and Ticket assignments, including beneficiaries who are directed to the HelpLine through an IVR call.
• During downtime between calls, providing additional program support by processing payments or assisting on other special projects.
• Recording case notes for all beneficiaries, including information on the county of residence, Ticket assignment status, notes related to contacting the beneficiary, and any specific concerns or support needs with which the beneficiary requested assistance.
• Differentiating between calls related to the Ticket Program, employment, and rehabilitation, and calls requiring referrals to other support organizations (such as State VR agencies, WIPA projects, and PABSS organizations).
• Providing referrals to organizations responsible for subsidized housing, Supplemental Nutrition Assistance Program (SNAP), food banks, energy assistance, Medicaid, and other benefits resources.
• Documenting a referral of a beneficiary to a WIPA by completing all required fields in the I&R sections of the program’s electronic system or process working collaboratively and cooperatively with the NTDC on all aspects of the referral process.
• Responding to other call types as directed.

Essential and Preferred Qualifications

To be successful in this role, you will need:

• High school diploma, GED, or equivalent education required.
• A minimum of six (6) month’s previous customer service experience is required.
• Customer service experience and ability to handle inquiries and requests in a courteous and professional manner, including calls, received in crisis situations, and/or from abusive callers.
• General knowledge of government programs and adherence to HIPAA privacy laws.
• Receive inquiries from the hearing, speech, and visibly impaired, as well as other physically impaired callers.
• Familiarity with CRC or CRM contractor computer systems.
• Must be able to type a minimum of 20 WPM, 30 WPM preferred.

Physical Requirements

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

Background Check, Drug Screening, and Skills Assessments Required

arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

How to Apply

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for the Experienced Customer Service Representative – Remote Ticket to Work Program Support position at arenaflex. Please visit our website to submit your application. Apply for this job