Customer Service Representative – Remote Ticket to Work Help Line Specialist with Benefits & Community Impact Focus

About arenaflex

arenaflex is a leading provider of remote‑based support services that empower individuals navigating the complex landscape of employment‑related benefit programs. Our mission‑driven culture blends cutting‑edge technology with a heartfelt commitment to community, ensuring every caller receives accurate, compassionate, and timely assistance. As a remote‑first organization, arenaflex embraces flexibility, innovation, and inclusivity, creating a workplace where employees can thrive while making a tangible difference in the lives of beneficiaries across the United States.

Why Join arenaflex?

At arenaflex, we celebrate a culture that puts people first—our employees, our clients, and the communities we serve. We value:

• Customer satisfaction: Every interaction matters, and we empower our team to deliver excellence.
• Teamwork: Collaboration across virtual teams drives success.
• Family atmosphere: A supportive environment that feels like a close‑knit family, even when you’re working from home.
• Quality service: Rigorous standards ensure we provide reliable information and referrals.
• Respect & transparency: Open communication and mutual respect are the cornerstones of our daily operations.
• Innovation: Continuous improvement and adoption of new tools keep us ahead of the curve.

arenaflex is proud to prioritize hiring individuals from economically challenged areas, persons with disabilities, military spouses, and veterans. We believe diverse perspectives strengthen our team and enhance the service we provide.

Position Overview

As a Remote Customer Service Representative for arenaflex, you will be the primary point of contact for callers seeking information about the Ticket to Work Help Line. You will handle both inbound and outbound calls, delivering clear, accurate guidance on benefit programs, referrals, and resources. Your role is pivotal in helping beneficiaries understand their options, navigate eligibility criteria, and connect with appropriate support services.

Key Responsibilities

• Provide comprehensive information about the Ticket to Work Program, including eligibility, benefits, and application processes.
• Respond promptly to general inquiries, ensuring callers receive courteous and professional assistance, even in high‑stress or crisis situations.
• Identify and refer eligible beneficiaries to appropriate Workforce Innovation and Participation (WIPA) projects using the National WIPA Database or other designated processes.
• Process opt‑out requests swiftly, respecting callers’ preferences for further communication.
• Address questions regarding Ticket status, assignments, and any follow‑up actions required, especially for callers directed via IVR prompts.
• Utilize downtime effectively by processing payments, updating case notes, or assisting with special projects as assigned.
• Document detailed case notes for each interaction, capturing county of residence, Ticket status, contact attempts, and any specific concerns or support needs.
• Differentiate between calls related to employment, rehabilitation, or other benefit programs, and route referrals to appropriate agencies such as State Vocational Rehabilitation (VR) agencies, WIPA projects, or PABSS organizations.
• Provide referrals to external resources, including subsidized housing, SNAP, food banks, energy assistance, Medicaid, and other community services.
• Maintain accurate records in the program’s electronic system, ensuring all required fields are completed for each referral.
• Adhere to HIPAA privacy regulations and maintain confidentiality of all beneficiary information.

Essential Qualifications

• High school diploma, GED, or equivalent required.
• Minimum six (6) months of proven customer service experience, preferably in a call‑center or remote environment.
• Demonstrated ability to handle inquiries with professionalism, including calls from individuals in crisis or from abusive callers.
• General knowledge of government benefit programs and a strong commitment to privacy and compliance standards.
• Experience interacting with callers who have hearing, speech, or visual impairments, as well as other physical disabilities.
• Familiarity with CRM or CRC contractor computer systems; ability to navigate multiple screens and databases efficiently.
• Typing speed of at least 20 words per minute (WPM); 30 WPM preferred.

Preferred Qualifications & Skills

• Previous experience with the Ticket to Work Program or similar employment‑related benefit initiatives.
• Certification or training in disability services, vocational rehabilitation, or social work.
• Strong written and verbal communication skills, with the ability to convey complex information in plain language.
• Proficiency in Microsoft Office Suite, Google Workspace, and remote collaboration tools (e.g., Slack, Zoom).
• Demonstrated empathy, active listening, and problem‑solving abilities.
• Ability to work independently while maintaining high productivity and quality standards.

Technical & Remote Office Requirements

• Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. Satellite connections are not permitted.
• Ethernet cable access; Wi‑Fi‑only connectivity is prohibited to ensure stable call quality.
• Dedicated, private workspace free from background noise and distractions.
• Computer and audio headset provided by arenaflex; equipment must be collected from a designated location.
• Compliance with bandwidth requirements, especially in households with multiple users streaming video or engaging in remote learning.

Physical Requirements

While performing duties, you will regularly be required to sit for extended periods, stand, walk, and use hands to operate equipment. Occasional lifting of up to 10 pounds may be necessary. Vision requirements include close, distance, and depth perception, as well as the ability to adjust focus.

Compensation & Benefits

arenaflex offers a competitive compensation package designed to reward performance and support your overall well‑being:

• Hourly Rate: $17.20 per hour plus $4.57 allocated toward health and wellness initiatives.
• Health Coverage: Medical, dental, vision, and life insurance options.
• Paid Time Off: Generous PTO accrual, paid holidays, and flexible scheduling.
• Retirement Savings: Eligibility for 401(k) participation with employer matching.
• Professional Development: Access to coaching programs, training modules, and career‑advancement resources.
• Ancillary Benefits: Additional perks to support physical, financial, and lifestyle goals.

Work Schedule

Operating hours are Monday through Friday, with shift options between 8 am – 8 pm EST. You will select the shift that best aligns with your personal schedule, ensuring a healthy work‑life balance.

Career Growth & Learning Opportunities

arenaflex is committed to nurturing talent from within. As a Remote Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs.
• Mentorship from experienced supervisors and subject‑matter experts.
• Opportunities to transition into specialized roles such as Benefits Analyst, Program Coordinator, or Remote Team Lead.
• Regular performance reviews that identify pathways for promotion and skill development.

Company Culture & Environment

Our remote‑first culture emphasizes autonomy, accountability, and collaboration. arenaflex fosters an inclusive environment where every voice is heard, and innovation is encouraged. Employees enjoy:

• Virtual team‑building events and regular check‑ins.
• Open‑door communication with leadership.
• A supportive network that celebrates diversity and promotes equity.
• Access to mental‑health resources and wellness programs.

Application Process

All candidates will undergo a background check, drug screening, and skills assessment to ensure compliance with regulatory standards and to maintain the highest level of service quality.

Equal Opportunity Employer

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, protected veteran status, or disability.

Ready to Make an Impact?

If you are passionate about helping individuals navigate benefit programs, thrive in a remote environment, and want to be part of a purpose‑driven organization, we invite you to apply today. Join arenaflex and become a vital link in the chain of support that empowers beneficiaries to achieve meaningful employment and greater independence.

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