Job Description

Serves as a frontline representative assisting individuals who receive disability benefits under Supplemental Security Income (SSI) or Social Security Disability Insurance (SSDI). Responsible for routine/basic inbound call, outbound call, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Provides clear, empathetic, and accurate information about the Social Security Administration’s Ticket to Work Program, helping beneficiaries understand employment support, program eligibility, available resources, and participation options. Completes daily routine tasks and responsibilities to support the Customer Service department or programs.

• Answer inbound calls and provide accurate information about Ticket to Work eligibility, program guidelines, and participation requirements.
• Assess each caller’s situation to determine next steps and appropriate referrals.
• Explain baseline benefits concepts, including how employment may affect disability benefits.
• Assist callers with routine processing questions and identify when to escalate issues.
• Document and report complaints or concerns regarding service providers using established procedures.
• Supports routine inbound and outbound call support to assist caller/customer in accordance with service-level requirements.
• Provides monitoring support and outreach for issue follow up and resolution as requested.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Provide referrals to national and local resources.
• Retrieve, input, and update customer records using internal databases and tracking systems.
• Maintain complete and accurate documentation of all inquiries, referrals, and follow-up actions.
• Log new cases and update existing cases for phone, email, and chat interactions.
• Verify beneficiary account information and ensure proper data integrity.

Minimum Qualifications

• High School Diploma or GED
• 1-2 years of Call center experience. 1-2 years of customer service or public relations experience.
• Proven customer service, call center, or related service experience.

Other Job Specific Skills

• Available to work during the core call center hours of 8:00 am - 8:00 pm EST, Monday - Friday.
• Ability to successfully adapt and perform during times of high call volume.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong written and verbal communication skills.
• Strong listening ability to interpret and clarify information being provided by customers.
• Strong commitment to providing quality service.
• Ability to foster a good working relationship and rapport with customers.
• Keen attention to detail and accuracy.
• Ability to work well under pressure.
• Unwavering dedication to customer satisfaction and resolving customer concerns.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Ability to obtain and maintain a Public Trust clearance (as applicable).
• Ability to work onsite if required and meet schedule expectations, including overtime when needed.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Compensation Range

$17.75 - $19.00