**Experienced Customer Service Representative – Remote Help Line Support**

At arenaflex, we're dedicated to providing exceptional customer service to our clients and consumers. As a Customer Service Representative, you'll play a vital role in delivering outstanding support to our customers, ensuring their needs are met, and exceeding their expectations. If you're passionate about delivering top-notch customer service, have a strong desire to serve others, and thrive in a dynamic, remote work environment, we encourage you to join our team!

• *Why Choose arenaflex?**

At arenaflex, we're committed to creating a winning culture that promotes employee satisfaction, teamwork, and a family atmosphere. Our values of customer satisfaction, teamwork, quality services, respect for each other, transparency, and innovation 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 in creating opportunities for all.

• *Competitive Compensation and Benefits Package**

arenaflex offers a comprehensive benefits package to support your lifestyle, professionally, physically, and financially. Our competitive compensation includes:

• $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 through our professional development and coaching program

• *Operating Hours and Technical Requirements**

As a remote Customer Service Representative, you'll work Monday – Friday with available shifts between 8 am – 8 pm EST, Mon. – Fri. To ensure seamless communication, you'll 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.

• *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.
• 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 Qualifications**

To succeed in this role, you'll 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.

• *Apply Now!**

If you're passionate about delivering exceptional customer service and thrive in a dynamic, remote work environment, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join our team and make a difference in the lives of our customers. Apply now and take the first step towards a rewarding career with arenaflex!