Experienced Customer Service Specialist - Disability Support and Advocacy

We are seeking a highly skilled and compassionate Customer Service Specialist to join our team at arenaflex, a leading organization dedicated to supporting individuals with disabilities. As a key member of our Division of Operations and Programs, Bureau of Rapid Response and Supports, you will play a vital role in providing exceptional customer service to our stakeholders, including clients, families, providers, and APD staff.

About arenaflex

arenaflex is a dynamic and innovative organization that is committed to empowering individuals with disabilities to live independently and participate fully in their communities. Our mission is to provide high-quality support services, advocacy, and resources to individuals with disabilities, their families, and caregivers. We are dedicated to creating a culture of inclusivity, respect, and compassion, and we are seeking like-minded individuals to join our team.

Job Summary

As a Customer Service Specialist, you will be responsible for handling inquiries and concerns from customers and other stakeholders in a professional, responsive, and timely manner. You will work closely with our subject matter experts and Region offices to ensure timely and appropriate follow-up actions related to specific inquiries. Your excellent communication and interpersonal skills, combined with your knowledge of disability etiquette, rights, and laws, will enable you to provide outstanding customer service in high-stress situations.

Key Responsibilities

* Respond to telephone and written inquiries from clients, families, providers, APD staff, and other stakeholders in a timely and accurate manner using standard protocols and guidelines.

• Assist with obtaining inquiry details and information from the customer or stakeholder to assist with customer support and resolution.
• Coordinate with APD subject matter experts and Region offices to ensure timely and appropriate follow-up actions related to specific inquiries.
• Complete required data entry and tracking activities related to customer service inquiries to assist with resolution, data reporting, and identifying trends.
• Provide information and referral assistance, which may require connecting with subject matter experts or utilizing the internet or other systems to identify appropriate resources.
• Check voicemails regularly to respond or route appropriately for customer support and resolution.
• Serve as back-up in handling inquiries received through APD email account using standard customer service protocols.
• Assist with providing information in alternative formats and providing technical assistance to APD State and Regional offices, or other stakeholders as appropriate, on providing reasonable accommodation and interacting with people with disabilities in a meaningful way.

Essential Qualifications

* Four years of providing customer service to diverse populations.

• Two years of experience in the field of developmental disabilities, special education, social work, rehabilitation counseling, or case management, or a bachelor's degree in one of those fields or a related field can be used to substitute for the required experience.
• Knowledge of disability etiquette, rights, and laws.
• Knowledge of community/state resources for people with disabilities, as well as TTY & Florida Tele-relay Service, and alternative formats for accessibility.
• Ability to work effectively on a team or individually.
• Ability to operate Microsoft Office applications or other systems needed to perform duties and responsibilities.
• Ability to perform research via the internet and other resources or systems.
• Ability to acquire and utilize knowledge and skills to facilitate and strengthen job performance.
• Ability to promote the principles of self-determination, self-advocacy skills, and person-centered support and services for people with disabilities.
• Ability to perform outstanding customer service in high-stress situations.
• Ability to work in a call center setting.

Preferred Qualifications

* Experience working with individuals with disabilities and their families.

• Knowledge of the Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act.
• Experience with customer relationship management (CRM) software.
• Certification in customer service or a related field.

Skills and Competencies

* Excellent communication (written and verbal) and active listening skills.

• Proficient with time management, planning, organizing, and coordinating work assignments.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.
• Ability to maintain confidentiality and handle sensitive information.
• Ability to work effectively in a team environment and build strong relationships with colleagues and stakeholders.

Career Growth Opportunities and Learning Benefits

As a Customer Service Specialist at arenaflex, you will have opportunities to grow and develop your skills and knowledge in a dynamic and supportive environment. We offer a range of training and development programs, including:

• On-the-job training and coaching
• Online training and certification programs
• Mentorship and peer support
• Opportunities for advancement and career growth

Work Environment and Company Culture

arenaflex is a values-driven organization that is committed to creating a culture of inclusivity, respect, and compassion. We believe in the importance of work-life balance and offer a range of benefits and perks to support our employees' well-being, including:

• Flexible work arrangements and telecommuting options
• Comprehensive benefits package, including health, dental, and vision insurance
• Retirement plan options
• Paid time off and holidays
• Professional development opportunities and training programs

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• $19.50 per hour
• Comprehensive benefits package, including health, dental, and vision insurance
• Retirement plan options
• Paid time off and holidays
• Professional development opportunities and training programs

How to Apply

If you are a motivated and compassionate individual who is passionate about supporting individuals with disabilities, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our online application system. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all individuals, regardless of their background, culture, or identity. Apply for this job