Experienced Customer Service Representative – Remote Ticket to Work Program Support

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join our team at blithequark as a Customer Service Representative, providing critical support to beneficiaries of the Ticket to Work Program.

Why Choose blithequark?

At blithequark, we're committed to fostering a culture that values our employees' unique perspectives, skills, and experiences. Our winning culture promotes a family atmosphere, teamwork, and a shared passion for delivering exceptional customer service. We take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans. By joining our team, you'll become part of a community that prioritizes customer satisfaction, quality services, respect for each other, transparency, and innovation.

Competitive Compensation and Benefits Package

We offer a comprehensive benefits package to support your professional, physical, and financial well-being. This 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 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, enjoying the flexibility to choose from available shifts between 8 am and 8 pm EST, Monday through Friday. To ensure seamless communication and high-quality service, we require:

• A 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)
• A private and secure workspace within your home, away from noise and distractions
• A computer and audio headset provided by blithequark (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 immediate action to allow beneficiaries to opt out of further communication
• Taking action on questions from beneficiaries about Ticket status and Ticket assignments, including beneficiaries who are directed to the HelpLine through an IVR call
• Processing payments or assisting on other special projects during downtime between calls
• 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
• Providing referrals to organizations responsible for subsidized housing, Supplemental Nutrition Assistance Program (SNAP), food banks, energy assistance, Medicaid, and other benefits resources
• Documenting referrals to WIPAs 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 and Qualifications

To succeed in this role, you'll need:

• A high school diploma, GED, or equivalent education
• A minimum of six (6) months of 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

As a condition of employment, you'll be required to undergo a background check, drug screening, and skills assessments.

Equal Opportunity Employer

blithequark 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 making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Visit our website to register as a candidate and take the first step towards joining our team at blithequark. Apply for this job