**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 blithequark's team of dedicated Customer Service Representatives, providing critical support to beneficiaries of the Ticket to Work Program. **Why Choose blithequark?** At blithequark, we're committed to fostering a culture of excellence, innovation, and teamwork. Our values of customer satisfaction, respect, transparency, and quality services drive everything we do. We're proud to be an employer of choice, particularly for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans. Our competitive compensation and comprehensive benefits package, including medical, dental, vision, and life insurance, demonstrate our commitment to supporting the well-being of our employees. **Job Summary:** As a Customer Service Representative at blithequark, you'll play a vital role in providing inbound and outbound caller support, offering general information on the Ticket to Work Help Line. You'll be the first point of contact for beneficiaries, responding to their inquiries, and providing referrals to other support organizations as needed. Your exceptional communication skills, empathy, and problem-solving abilities will enable you to build trust and rapport with our clients, ensuring a positive experience for all. **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 referrals to eligible and appropriate beneficiaries to a WIPA using the National WIPA Database or process to be provided by the client * Take immediate action to allow beneficiaries to opt out of further communication * Take 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 * 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 **Requirements:** * High school diploma, GED, or equivalent education required * A minimum of six (6) months' 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. **Technical Equipment and Remote Office Requirements:** * 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. **Benefits and Perks:** * Competitive compensation: $17.20 per hour + $4.57 towards Health and Wellness * Comprehensive benefits package, including 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 **Career Growth Opportunities:** At blithequark, we're committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including: * Ongoing training and coaching to enhance your customer service skills * Opportunities for advancement to leadership roles * Professional development programs to support your career growth **Work Environment and Company Culture:** Our remote work environment is designed to support your productivity and well-being. You'll have access to a range of tools and resources to help you succeed, including: * A dedicated team of support staff to help you with any technical issues * Regular check-ins with your manager to ensure you're meeting your goals * Opportunities to connect with your colleagues through virtual team-building activities **How to Apply:** 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. Please visit our website to submit your application and join our team of dedicated professionals at blithequark. Apply Now! Apply for this job