Experienced Remote Customer Service Representative – Delivering Exceptional Support and Guidance to Diverse Beneficiaries through the Ticket to Work Help Line

Introduction to blithequark

At blithequark, we are passionate about making a positive impact on the lives of our customers and the community. As a leading provider of customer service solutions, we are committed to delivering exceptional support and guidance to diverse beneficiaries through the Ticket to Work Help Line. Our team is dedicated to promoting a culture of customer satisfaction, teamwork, and respect, and we are excited to welcome a talented and compassionate Customer Service Representative to join our team.

About the Role

As a Remote Customer Service Representative at blithequark, you will play a vital role in providing inbound and outbound caller support, offering general information on the Ticket to Work Help Line, and responding to general inquiries relating to the program. You will be the first point of contact for beneficiaries, providing baseline benefits awareness and information, and referring eligible beneficiaries to relevant resources and incentives. Your exceptional communication skills, empathy, and ability to handle crisis situations will make a significant difference in the lives of our customers.

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
• Refer 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
• 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

Essential Qualifications

• 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
• 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
• Must be able to type a minimum of 20 WPM, 30 WPM preferred

Preferred Qualifications

• Previous experience working with government programs, particularly the Ticket to Work Program
• Knowledge of benefits resources, such as subsidized housing, SNAP, food banks, energy assistance, Medicaid, and other benefits resources
• Experience working with diverse populations, including individuals with disabilities
• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions

Skills and Competencies

To be successful in this role, you will need to possess excellent communication and interpersonal skills, with the ability to build rapport with beneficiaries and provide empathetic support. You will also need to be highly organized, with strong time management and prioritization skills, and the ability to work in a fast-paced environment. Additionally, you will need to be proficient in using computer systems, including CRC or CRM contractor computer systems, and have strong typing skills.

Technical Requirements

• Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections.
• 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.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to ongoing training and coaching, as well as opportunities for career advancement and professional development. You will also have the chance to work with a talented and dedicated team, and be part of a company that is making a positive impact on the lives of our customers and the community.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. We believe in promoting a culture of customer satisfaction, teamwork, and respect, and we are committed to creating a workplace that is inclusive, diverse, and empowering. As a remote employee, you will be part of a virtual team that is connected and collaborative, and you will have the opportunity to work with colleagues from diverse backgrounds and perspectives.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a rate of $17.20 per hour, plus $4.57 towards Health and Wellness. We also offer a range of benefits, including medical, dental, vision, and life insurance, paid time off, paid holidays, and 401K eligibility. Additionally, we provide ongoing training and coaching, as well as opportunities for career advancement and professional development.

Conclusion

If you are a compassionate and skilled customer service professional who is passionate about making a positive impact on the lives of others, we encourage you to apply for this exciting opportunity. As a Remote Customer Service Representative at blithequark, you will have the chance to work with a talented and dedicated team, and be part of a company that is committed to delivering exceptional support and guidance to diverse beneficiaries. Don't miss out on this opportunity to join our team and make a difference in the lives of our customers. Apply today!