Customer Service Representative West Lafayette

Description & Requirements

The Customer Service Representative - Eligibility Specialist (ES) is responsible for receiving high volume, often back-to-back, inbound calls about Medicaid, SNAP, and TANF programs. CSRs 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:
  
  March 24, 2026
• Location:
  
  Onsite - West Lafayette, IN
• Work Hours:
  
  8:00 AM - 4:30 PM, Mon-Fri
• Base rate $18.00/hr
• Career development and promotional opportunities
• Competitive Compensation - Bonuses based on performance included
• Comprehensive Insurance Coverage - Medical, Dental, Vision, Prescription, partially funded HSA, Life insurance, and discounts on Auto, Home, Renter's, and Pet insurance
• Future Planning - 401K Retirement Savings plan and Company Matching
• Paid Time Off Package - PTO, Holidays, extended sick leave, Short and Long Term Disability coverage
• Holistic Wellness Support - Employee Assistance Program (EAP)
• Recognition Platform
• Tuition Reimbursement
• Employee Perks and Discounts
• Maximus Wellness Program and Resources
• Professional Development Opportunities

• 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.
• 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 inbound calls daily, often back-to-back, during the scheduled work shift to answer 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 the fulfillment of caller requests regarding eligibility information with 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 with strong customer service skills.
• Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility.
• Verify and enter applicant/recipient data into the State’s eligibility system and prepare cases for disposition by the 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 escalate 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.
• 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.
• 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.

• Some college or a college degree.
• 2+ years of relevant professional experience.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Maximus compensation is based on various factors including but not limited to job location, a candidate's…