Customer Service Representative – South Bend

General information

Date

City

State

IN

Country

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. CSRs 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.

Position Details & Benefits Package:

• Class
  
  Start Date:
  
  August 6, 2026
• 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
  - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.
• Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning
  - Prepare for retirement with our 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
  - Invest in your ongoing education and development.
• Employee Perks and Discounts
  - Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources
  - Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities:
  Participate in training programs, workshops, and conferences.

Essential Duties and 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.
• Handle high volume of inbound calls daily, often back-to-back, answering questions regarding the Medicaid, SNAP, and TANF programs during the scheduled work shift.
• Apply State and/or federal eligibility rules for applicant/recipient information assessment.
• Verify applicant/recipient data through system interfaces.
• Facilitate the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy.
• Communicate with applicants/recipients while researching and updating cases and documenting calls simultaneously.
• Educate callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills.
• Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships.
• Verify and enter applicant/recipient data into the State’s eligibility system and prepare cases for disposition by State Eligibility Consultant.
• Process cases and take necessary action on missing information promptly.
• Meet Quality Assurance and performance metrics and stay updated on project and corporate policies.
• Identify and elevate risks to management.
• Attend all meetings and complete all trainings to stay informed on project/position updates.
• Fulfill all performance requirements associated with eligibility processes.
• Perform additional duties as assigned by management.

High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

Preferred Qualifications

• Proven customer support or Client Service Representative experience strongly preferred.
• 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.
• Positive relationship-building with customers and state eligibility consultants.
• Attention to detail; excellent organizational, verbal, and…