**Experienced Customer Service Representative – 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 delivering exceptional customer service and making a positive impact in the lives of our clients and community.**

• *About arenaflex**

arenaflex is a forward-thinking organization that is committed to empowering individuals and communities through innovative solutions and exceptional customer service. Our team is passionate about creating a positive and inclusive work environment that fosters growth, learning, and collaboration. We believe in the importance of diversity, equity, and inclusion, and we strive to create a workplace that reflects the communities we serve.

• *Why choose arenaflex?**

Join our team and experience the winning arenaflex culture, which promotes employee satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation. We take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans. Our values are the foundation of our organization, and we strive to live them every day.

• *Competitive Compensation and Benefits Package**

arenaflex offers a comprehensive benefits package that includes:

• 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 Summary**

We are seeking an experienced Customer Service Representative to join our team in providing exceptional support to our clients through the Ticket to Work Program. As a Customer Service Representative, you will be responsible for providing general information on the Ticket to Work Help Line, responding to inquiries, and providing referrals to other support organizations. If you are a customer-focused individual with excellent communication skills and a passion for making a difference, we encourage you to apply.

• *Key Responsibilities**

• Provide baseline benefits awareness and information available through the Ticket to Work Program
• Respond to general inquiries relating to the Ticket to Work Program and other resources and incentives for beneficiaries who are considering work
• Provide as needed, referral of eligible and appropriate beneficiaries to a WIPA using the National WIPA Database, or process to be provided by the client
• Take appropriate and immediate action to allow beneficiaries to opt out of further communication
• Take 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, provide additional program support by processing payments or assisting on other special projects
• Record 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
• Differentiate 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)
• Provide referrals to organizations responsible for subsidized housing, Supplemental Nutrition Assistance Program (SNAP), food banks, energy assistance, Medicaid, and other benefits resources
• Document 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
• Respond to other call types as directed

• *Requirements**

• 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, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.