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

**Location:** Virtual, in the U.S. **Job Type:** Full-time, Remote **About arenaflex:** arenaflex is a leading provider of innovative solutions in the customer service industry. We are committed to delivering exceptional service experiences that exceed our clients' expectations. Our team of dedicated professionals is passionate about making a positive impact in the lives of our customers, and we are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. **Why choose arenaflex?** At arenaflex, we pride ourselves on our winning culture, which promotes employee satisfaction and well-being. 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 take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans. **Competitive Compensation and Benefits:** arenaflex offers a comprehensive benefits package, including: * Competitive hourly rate: $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. **Job Responsibilities:** As a Customer Service Representative, you will be responsible for providing exceptional customer service to callers on the Ticket to Work Help Line. Your primary responsibilities will include: * 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 **Requirements:** To be successful in this role, you will 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. 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. **Technical Equipment and Remote Office Requirements:** To work from home, you will need: * 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. * 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. **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 positive impact in the lives of our customers, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application: Apply Job! Apply for this job