Beneficiary Support Specialist II

Provides advanced support to the SSA Ticket to Work Help Line by assisting Call Center Leadership and serving as an elevated resource for Beneficiary Support Specialist I (BSS I) team members. Responsible for handling escalated inquiries, supporting new hire training, responding to Choose Work email inquiries, facilitating knowledge transfer, and completing assigned outreach activities. Apply skills and experience to show a focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). Provide routine informational support, make referrals to appropriate resources, maintain detailed case documentation, and ensure professional, consistent, and positive customer experience.

• Handle queued and escalated calls to support BSS I team members and ensure timely resolution of complex inquiries.
• Support service-level requirements by handling calls up to 80% of the work schedule.
• Process Choose Work email inquiries accurately and within required timeframes.
• Handle TTY calls as applicable, following all required communication standards.
• Maintain end-to-end responsibility for customer's support needs providing timely, reliable, and courteous service.
• Provide monitoring support and outreach, as assigned.
• Research and analyze customer service issues to provide information and solutions in a timely manner.
• Work with a moderate degree of supervision to deliver consistent results and effective resolutions to customers.
• Contribute to achieving call center performance metrics, including ATT, AHT, productivity, adherence, and overall service-level objectives.
• Demonstrate enhanced service skills in identifying core customer issues and providing solutions.
• Seek opportunities to improve workflow and increase efficiency. Adapts well to new processes and procedures.
• Retrieve, input, and maintain case records and customer interaction details using internal databases and tracking systems.
• Update beneficiary account information and ensure complete, accurate documentation of all inquiries, referrals, and follow-up actions.
• Provide accurate referrals to national and local resources.
• Follow scripts, job aids, and program materials to deliver consistent and high‑quality information

Minimum Qualifications

• High School Diploma or GED.
• 2-5 years or related experience in Customer Service or public relations.
• VCU Certified.
• Minimum 1 year of experience as a BSS I on the SSA Ticket to Work Help Line.
• Available to work during the core call center hours of 8:00 am - 8:00 pm EST, Monday - Friday.

Other Job Specific Skills

• In good standing and meeting all BSS I performance metrics.
• Demonstrated call center leadership experience with a record of driving positive BSS metrics.
• Familiarity with SSA disability programs (SSI/SSDI) and/or the Ticket to Work Program.
• Experience supporting individuals with disabilities or vulnerable populations.
• Background in vocational rehabilitation, workforce development, or human services.
• Bilingual proficiency (e.g., English/Spanish).
• Excellent customer service skills.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong commitment to providing quality service.
• Strong attention to detail and accuracy.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Exceptional problem solving and organizational skills.
• Ability to foster a good working relationship and rapport with customers.
• Ability to adapt to new processes or procedures.
• Ability to interact effectively with others
• Excellent written and verbal communication skills.