**Experienced Customer Service Representative – Remote Ticket to Work Program Support**

At arenaflex, we're passionate about delivering exceptional customer experiences and making a positive impact on people's lives. As an Experienced Customer Service Representative, you'll play a vital role in providing top-notch support to beneficiaries of the Ticket to Work Program. If you're a motivated and empathetic individual with a passion for helping others, we encourage you to join our team and become a part of our winning culture. **Why Choose arenaflex?** At arenaflex, we pride ourselves on creating a work environment that values our employees' well-being, growth, and contributions. Our culture is built on the principles of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation. We're committed to making a positive impact in our community and strive to be the employer of choice. **Our Values:** * Customer satisfaction: We're dedicated to delivering exceptional customer experiences that meet and exceed expectations. * Teamwork: We believe that collaboration and open communication are key to achieving our goals and making a positive impact. * Family atmosphere: We foster a work environment that's supportive, inclusive, and respectful of all employees. * Quality services: We're committed to providing high-quality services that meet the needs of our customers and stakeholders. * Respect for each other: We value and respect the diversity, skills, and experiences of all employees. * Transparency: We're committed to open and transparent communication, ensuring that all employees are informed and empowered to make a difference. * Innovation: We encourage creativity, innovation, and continuous improvement to stay ahead of the curve and meet the evolving needs of our customers. **Competitive Compensation and Benefits Package:** At arenaflex, we offer a comprehensive benefits package that includes: * Competitive hourly rate: $17.20 per hour * Health and wellness benefits: $4.57 per hour * Medical, dental, vision, and life insurance * Paid time off and 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:** * Operating hours: Monday – Friday, 8 am – 8 pm EST * Technical equipment and remote office requirements: * Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps * Ethernet cable access (no Wi-Fi-only connectivity) * 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:** As an Experienced 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 * Providing referrals to 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 **Job Responsibilities:** * High school diploma, GED, or equivalent education required * A minimum of six (6) months' previous customer service experience 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're a motivated and empathetic individual with a passion for helping others, we encourage you to apply for this exciting opportunity. Please visit our website to register as a candidate and submit your application. Apply for this job