Customer Service Representative – Evansville, IN
About The Position
Maximus is seeking an Eligibility Specialist, a Customer Service Representative role focused on helping individuals access essential services and resources. This position involves reviewing applications, determining eligibility for programs like Medicaid, SNAP, and TANF, educating clients on program requirements, and supporting participants through the enrollment process. The ideal candidate will be customer-focused, detail-oriented, and dedicated to providing excellent service while adhering to program guidelines. The role requires handling a high volume of inbound calls, addressing customer inquiries, complaints, and troubleshooting issues professionally to ensure satisfaction and effective resolution. Additionally, the representative will process applications and perform case maintenance activities within the State eligibility system, ensuring all client service issues are resolved promptly and in accordance with policies and procedures.
Requirements
- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
- Prior experience working on the Indiana Eligibility Program within the last year.
- Ability to handle complex service inquiries via telephone.
- Strong critical thinking and problem-solving skills.
- Moderate difficulty assignments requiring judgment and issue resolution.
- Understanding of work implications and ability to recommend solutions.
- Accurate data entry (40 keystrokes/minute), strong interpersonal skills.
- Positive relationship-building with customers and state eligibility consultants.
- Attention to detail; excellent organizational, verbal, and written communication skills.
- Comfortable in a fast-paced, deadline-oriented environment.
- Capable of executing many complex tasks simultaneously.
- Team player with the ability to work independently.
- Ability to remain stationary for an extended period.
Nice To Haves
- Some college or a college degree.
- 2+ years of relevant professional experience.
- Proven customer support or Client Service Representative experience.
Responsibilities
- Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.
- Validate and calculate income, assess eligibility, and manage case referrals.
- Engage regularly with program participants on a daily basis.
- Potentially educate clients on fundamental program services and eligibility prerequisites.
- Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.
- Fulfill additional responsibilities as delegated by Management.
- Receive high volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs.
- Assist customers by answering queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction.
- Process applications and complete case maintenance activities such as changes to cases in the State eligibility system.
- Ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.
- Take inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community.
Benefits
- Career development and promotional opportunities
- Competitive Compensation – Bonuses based on performance included!
- Comprehensive Insurance Coverage – Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.
- Life insurance benefits
- Discounts on Auto, Home, Renter's, and Pet insurance.
- 401K Retirement Savings plan and Company Matching.
- Paid Time Off Package – Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
- Holistic Wellness Support – Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
- Recognition Platform – Acknowledge and appreciate outstanding employee contributions.
- Tuition Reimbursement
- Employee Perks and Discounts
- Maximus Wellness Program and Resources
- Professional Development Opportunities: Participate in training programs, workshops, and conferences.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
