Contact Center Representative

Job Title: Contact Center Representative – Ticket to Work

Compensation: $17 base hourly pay, with potential bonuses (up to $500 a month) for meeting enrollment quotas.

This is an onsite position for the first six months of employment with the potential to move to a hybrid schedule.

Summary: At America Works of New York, we rely on knowledgeable professionals to interact with our clients receiving disability benefits (SSI/SSDI) who are looking to join a workforce development program, Ticket to Work. We’re looking for a highly skilled Contact Center Representative to join our team and manage inbound and outbound calls. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. This person will handle a variety of important supportive tasks, providing answers, instructions, and assistance for the Social Security Administration’s Ticket to Work program. As the voice of our company, the Contact Center Representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping our clients achieve their employment goals.

Objective of this role:

• Handle a minimum of 100 outbound calls per week in a timely manner
• Follow communication scripts and use knowledge of the program’s service and go off-script when necessary
• Identify potential client’s interest and suitability for the Ticket to Work program, answer questions, schedule appointments with Ticket to Work Representatives
• Maintain ownership of calls throughout the lifecycle of a caller’s inquiry, including follow-up with the Ticket to Work Representative
• Memorize scripts for programs and services for the Ticket to Work program
• Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations, and confirmations are handled properly
• Meet daily qualitative and quantitative targets for yourself and your team and achieve all objectives for outbound calls and scheduling
• Create and maintain a record of daily productivity using the Contact Center database (Salesforce)
• Complete intake and enrollment paperwork for interested clients

Required skills and qualifications:

• High school diploma or equivalent
• Experience working in a contact/call center or customer-support role
• Strong active-listening and verbal communication skills
• Proficiency in problem-solving
• Ability to manage time effectively
• Microsoft 365
• Experience with Salesforce a plus