Remote Customer Service Representative – Ticket to Work Help Line Support Specialist (U.S. Based, Work From Home)

About arenaflex

arenaflex is a forward-thinking, mission-driven organization committed to creating meaningful connections between individuals and the public benefits and resources designed to support their journey toward sustainable employment and self-sufficiency. Operating at the intersection of customer service excellence and social impact, arenaflex partners with government agencies and community programs to deliver high-quality information, referrals, and assistance to beneficiaries across the United States. Our team of dedicated professionals works remotely from locations throughout the country, united by a shared commitment to service, empathy, and the belief that every caller deserves to be treated with dignity, respect, and genuine care.

At arenaflex, we believe that the work we do changes lives. When a beneficiary reaches out to the Ticket to Work Help Line, they are often navigating complex life circumstances, and our representatives serve as knowledgeable, compassionate guides through those challenges. We are proud to cultivate a workforce culture rooted in customer satisfaction, teamwork, transparency, innovation, and a strong sense of family. We actively seek to hire individuals from economically challenged areas, persons with disabilities, military spouses, and Veterans, because we know that lived experience strengthens the quality of the support we provide.

Position Summary

arenaflex is currently hiring Remote Customer Service Representatives to support the Ticket to Work Help Line. This is a full-time, work-from-home opportunity based in the United States. The Customer Service Representative (CSR) is responsible for providing inbound and outbound caller support, delivering accurate and timely general information about the Ticket to Work Program, and connecting beneficiaries with the appropriate resources, agencies, and support services they need to explore their pathway to employment.

Representatives will handle a variety of call types, respond to general inquiries, process referrals to Work Incentives Planning and Assistance (WIPA) projects, and document all interactions thoroughly in the program’s electronic system. This is an ideal role for individuals who are passionate about helping others, skilled in customer communication, and committed to maintaining the highest standards of accuracy, privacy, and professionalism.

Key Responsibilities

• Provide baseline benefits awareness and detailed information available through the Ticket to Work Program to all callers and beneficiaries.
• Respond to general inquiries relating to the Ticket to Work Program, including information on resources and incentives available to beneficiaries who are considering returning to work.
• Refer eligible and appropriate beneficiaries to a WIPA (Work Incentives Planning and Assistance) organization using the National WIPA Database, in accordance with the established process provided by the client.
• Take appropriate and immediate action to allow beneficiaries to opt out of further communication when requested.
• Address questions from beneficiaries about Ticket status and Ticket assignments, including those who are directed to the HelpLine through an Interactive Voice Response (IVR) call.
• During downtime between calls, provide additional program support by processing payments or assisting on other special projects as assigned.
• Record comprehensive case notes for all beneficiaries, including information on county of residence, Ticket assignment status, notes related to contacting the beneficiary, and any specific concerns or support needs identified during the conversation.
• Differentiate between calls related to the Ticket Program, employment, and rehabilitation, and identify calls that require referrals to other support organizations such as State Vocational Rehabilitation (VR) agencies, WIPA projects, and Protection and Advocacy for Beneficiaries of Social Security (PABSS) organizations.
• Provide referrals to organizations responsible for subsidized housing, Supplemental Nutrition Assistance Program (SNAP), food banks, energy assistance, Medicaid, and other benefits resources as appropriate.
• Document referrals to WIPAs by completing all required fields in the Information and Referral (I&R) sections of the program’s electronic system, working collaboratively and cooperatively with the NTDC (National Ticket to Work Director Consortium) on all aspects of the referral process.
• Respond to other call types and projects as directed by leadership.

Essential Qualifications

• High school diploma, GED, or equivalent education is required.
• A minimum of six (6) months of previous customer service experience is required.
• Demonstrated ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations and from abusive callers.
• General knowledge of government programs and a strong commitment to adhering to HIPAA privacy laws and other regulatory requirements.
• Ability to receive inquiries from hearing-impaired, speech-impaired, and visibly impaired callers, as well as other physically impaired individuals, with patience and professionalism.
• Familiarity with CRC (Customer Relationship Center) or CRM (Customer Relationship Management) contractor computer systems.
• Must be able to type a minimum of 20 words per minute (WPM); 30 WPM is preferred.

Preferred Skills and Competencies

• Strong active listening skills and the ability to empathize with callers from diverse backgrounds and circumstances.
• Excellent verbal and written communication skills, including the ability to explain complex program information in clear, accessible language.
• Strong problem-solving and critical thinking abilities, with the capacity to assess caller needs and identify appropriate resources or referrals.
• High attention to detail and commitment to accurate documentation of case notes and referrals.
• Comfort working in a structured, metrics-driven environment while maintaining a service-first mindset.
• Ability to remain calm and professional when handling high-volume calls or emotionally charged conversations.
• Self-motivation and discipline to thrive in a remote work environment.

Work Schedule and Operating Hours

This position operates Monday through Friday, with available shifts between 8:00 am and 8:00 pm Eastern Standard Time (EST). Specific shift assignments will be communicated during the onboarding process. Reliable attendance and punctuality are essential to the success of the team and the experience of the beneficiaries we serve.

Compensation and Benefits

arenaflex offers competitive compensation and a comprehensive benefits package designed to support our employees professionally, physically, and financially. Our benefits include:

• Hourly Rate: $17.20 per hour, plus $4.22 per hour contributed toward Health and Wellness benefits.
• Insurance Coverage: Medical, Dental, Vision, and Life Insurance.
• Paid Time Off: Generous paid time off and paid holidays.
• Retirement Savings: 401K eligibility.
• Additional Ancillary Benefits: A variety of supplementary benefits available to support your lifestyle through our professional development and coaching programs.

Technical Equipment and Remote Office Requirements

To succeed in this remote role, candidates must meet the following technical and workspace requirements:

• Internet Connection: Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. Satellite connections are not permitted. Candidates should test their network at speed.cloudflare.com prior to applying.
• Wired Connectivity: Ethernet cable access is required. Wi-Fi-only connectivity is prohibited.
• Workspace: A private and secure workspace within the home, located away from noise and distractions.
• Equipment Provided: A computer and audio headset will be provided by arenaflex. Candidates must be able to pick up equipment at a designated location.
• Bandwidth Considerations: The bandwidth requirements listed are minimums for remote work-from-home agents. For shared home access, additional bandwidth is needed where multiple family members are sharing household bandwidth with streaming video, remote learning, or other high-usage activities.

Physical Requirements

While performing the duties of this role, the employee is regularly required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, and reach with hands and arms. 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.

Career Growth and Development

At arenaflex, we believe in investing in our people. Our professional development and coaching programs are designed to help employees grow their skills, advance their careers, and achieve their personal and professional goals. Whether you are looking to deepen your expertise in customer service, transition into a leadership role, or explore new areas within the organization, arenaflex provides the resources, mentorship, and opportunities to help you succeed. Many of our team members have built long, rewarding careers with us, growing into specialized roles, training positions, and program management opportunities.

Our Culture

The arenaflex culture is built on a foundation of core values that guide everything we do: customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation. We take pride in creating a supportive, inclusive work environment where every team member feels valued and empowered to make a difference. We understand that our employees are our greatest asset, and we are committed to fostering a workplace that promotes well-being, collaboration, and continuous learning.

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 status.

Additional Requirements

Please note that background check, drug screening, and skills assessments are required for this position.

How to Apply

If you are a service-oriented professional with a passion for helping others, strong communication skills, and the discipline to succeed in a remote work environment, we encourage you to apply today. Join arenaflex and become part of a team that is making a real difference in the lives of beneficiaries across the country. Your next meaningful career move starts here.