Customer Service Representative – Castle

Overview

Job Title:

Customer Service Representative – New Castle, IN

Date:
Tuesday, July 7, 2026

Location:

New Castle, IN, United States

Working time:
Full-time

The Customer Service Representative - Eligibility Specialist (ES) is responsible for receiving high-volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs. CSR(s) will assist customers by answering queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction. During calls, a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system.

Additionally, a CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures. The Customer Service Representative is responsible for taking inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community.

• Class
  
  Start Date:
  
  August 18, 2026
• Location:
  
  Onsite – New Castle, IN
• Operating
  
  Hours:
  
  7:00 AM – 5:30 PM, Mon–Fri
• Base rate: $18.00/hr
• Career development and promotional opportunities
• Competitive compensation – bonuses based on performance included
• Comprehensive insurance coverage – multiple plans including Medical, Dental, Vision, Prescription, and partially funded HSA
• Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance
• 401K retirement savings plan with company matching
• Paid time off package – PTO, holidays, extended sick leave, plus short and long-term disability
• Holistic wellness support through Employee Assistance Program (EAP)
• Recognition platform to acknowledge outstanding contributions
• Tuition reimbursement for ongoing education and development
• Employee perks and discounts
• Wellness programs and resources through Maximus Wellness
• Professional development opportunities through training, workshops, and conferences

• Receive, assess, and screen applications; proactively communicate with clients to collect outstanding information
• Validate and calculate income, assess eligibility, and manage case referrals
• Engage regularly with program participants on a daily basis
• 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
• Handle a high volume of inbound calls daily, answering questions regarding Medicaid, SNAP, and TANF programs
• Apply state and/or federal eligibility rules for applicant/recipient information assessment
• Verify applicant/recipient data through system interfaces
• Facilitate fulfillment of caller requests regarding eligibility information with a One Call Resolution approach
• Research and update cases while documenting calls
• Educate callers on program services and eligibility requirements with excellent communication and customer service
• Serve as a liaison with customers to meet program goals and maintain program services and eligibility
• Verify and enter applicant/recipient data into the State’s eligibility system; prepare cases for disposition
• Process cases and take necessary action on missing information promptly
• Meet quality assurance and performance metrics; stay updated on project and corporate policies
• Identify and escalate risks to management
• Attend meetings and complete trainings to stay informed on project updates
• Fulfill all performance requirements related to eligibility processes
• Perform additional duties as assigned by management
• High school diploma or GED required; 0–2 years of relevant experience or equivalent combination
• Proven customer support or Client Service Representative experience preferred
• Ability to handle complex service inquiries via telephone
• Strong critical thinking and problem-solving skills
• Ability to work in a fast-paced, deadline-oriented environment
• Team player with the ability to work independently
• Ability to remain…