At arenaflex, we're passionate about making a difference in the lives of our customers, clients, and community. As a Customer Service Representative on our remote team, you'll play a vital role in providing exceptional support to beneficiaries of the Ticket to Work Program. If you're a customer-focused individual with a passion for helping others, we want to hear from you!
**Why Choose arenaflex?**
At arenaflex, we're committed to creating a winning culture that empowers our employees to serve our customers, clients, and community with excellence. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make us the employer of choice. We're proud to prioritize hiring individuals from economically challenged areas, persons with disabilities, military spouses, and Veterans, as we believe that everyone deserves an opportunity to succeed.
**Competitive Compensation and Benefits Package**
As a valued member of our team, you'll enjoy 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 Requirements**
As a remote Customer Service Representative, you'll work from the comfort of your own home, with available shifts between 8 am – 8 pm EST, Monday – Friday. To ensure a seamless experience, you'll need:
* A broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
* Ethernet cable access. Wi-Fi-only connectivity is prohibited.
* A private and secure workspace within your home, away from noise and distractions.
* A computer and audio headset provided. Must be able to pick up equipment on location.
**Job Duties and Responsibilities**
As a Customer Service Representative, you'll 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.
* Referring eligible and appropriate beneficiaries to a WIPA using the National WIPA Database, or processing 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 Qualifications**
To succeed in this role, you'll need:
* A high school diploma, GED, or equivalent education.
* A minimum of six (6) months' previous customer service experience.
* 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.
* Ability to receive inquiries from the hearing, speech, and visibly impaired, as well as other physically impaired callers.
* Familiarity with CRC or CRM contractor computer systems.
* Ability 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.
* Sit for prolonged periods of time.
* Occasionally lift and/or move up to 10 pounds.
* Have specific vision abilities, including 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.
**Ready to Join Our Team?**
If you're a motivated and customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join our winning culture and make a difference in the lives of our customers, clients, and community.