Job Title: Customer Service Agent – Ticket to Work

Compensation: $18-20 Base Hourly Pay, Full-Time (35 Hours/Week)

Background: Called "a company with a conscience", America Works of New York was founded in 1984 by social activist and entrepreneur, Peter Cove, who wanted to put his ideals about poverty and the American dream into practice. Joined by Dr. Lee Bowes as the CEO, America Works of New York has helped nearly 2,000,000 individuals increase their self-sufficiency through gainful employment, including military veterans, welfare and SNAP recipients, young adults, the criminal justice involved, homeless, non-custodial parents, persons receiving disability, among others. America Works of New York uses a blended model that includes work readiness training, vocational training, career placement, career advancement, and employment retention services.

America Works of New York of New York is searching for responsible individuals to represent the Ticket to Work program as Customer Service Agents in our Contact Center. Customer Service Agents are tasked with fielding both inbound and outbound phone calls, with a large majority of the latter. This position will communicate with potential clients, complete all necessary paperwork and documentation, and provide a proper hand-off to the Ticket to Work Representatives who will work with them moving forward.

Duties:

• Remain available and ready in the phone software to handle both inbound and outbound phone calls
• Efficiently answer inquiries by providing general information
• Identify a potential client’s interest and qualifications for the Ticket to Work program
• Schedule appointments for potential clients
• Provide an exceptional guest experience during all interactions
• Properly document all interactions
• Ensure that detailed paperwork and documentation is completed at least up to the standard set by SSA

Qualifications:

• Bachelors Degree required, as the ideal candidate will grow within the program to more senior roles
• Reliable transportation and/or the ability to travel to and from the office is essential
• Ability to meet or exceed performance expectations set by leadership
• Always maintain professionalism and confidentiality
• Ability to multitask and efficiently navigate multiple computer programs/windows simultaneously
• Proficiency with Microsoft Office
• Excellent written and verbal communication skills are a must
• Ability to develop and sustain safe, positive, and productive work habits and demonstrate compliance with all America Works of New York policies and procedures

Additional Information:

• Successful completion of the Social Security Administration Suitability process within the first 30-days is a requirement of employment at America Works of New York
• The schedule is 9:00am-5:00pm Monday through Friday. However, the hours and days may change based on the needs of the business.
• This position is 100% in-person located in our on-site office
• Our work environment sees frequent visits from customers, clients, and the public. Therefore, professional business attire is essential.
• Experience with Salesforce a plus
• Contact Center experience a plus
• Strong written and verbal communication skills

We offer comprehensive medical coverage, generous paid time off, employee perks and a great work-life balance for our employees.