Customer Service Representative

Wiraa; United States; On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Health insurance

HSA contribution

Life insurance

Disability benefits

401K with company match

Paid time off

Holidays

Educational assistance

Employee discounts

Wellness programs

Job summary

Maximus is seeking a Customer Service Representative - Eligibility Specialist (ES) to manage high volumes of inbound calls related to Medicaid, SNAP, and TANF. You will verify data, process applications, and ensure compliance, delivering empathetic service to program participants.

The role emphasizes accurate information provision, timely case processing, and collaboration with clients to meet program objectives, within a supportive team and training environment.

Qualifications

• High school diploma or GED required.
• 0-2 years of relevant professional experience or equivalent education and experience.
• Proven customer support or client service experience preferred.
• Strong critical thinking and problem-solving skills.
• Accurate data entry skills (minimum 40 keystrokes per minute).
• Excellent verbal and written communication skills.
• Ability to handle complex inquiries in a fast-paced environment.
• Understanding of work implications and solution-oriented mindset.
• Ability to work independently and as part of a team.
• Valid State driver's license or ID.

Responsibilities

• Receive, assess, and screen applications, proactively communicating with clients to gather necessary information
• Validate income, assess eligibility, and manage case referrals accurately
• Engage regularly with program participants to provide support and information
• Educate clients on program services, eligibility requirements, and application procedures
• Collaborate with clients to establish and achieve program objectives, ensuring service continuity
• Handle high volumes of inbound calls, providing clear and empathetic assistance regarding Medicaid, SNAP, and TANF programs
• Apply federal and state eligibility rules during applicant assessments
• Verify applicant/recipient data through system interfaces and update cases accordingly
• Process cases efficiently, addressing missing information and escalating issues when necessary
• Document all interactions accurately within the eligibility system
• Meet quality assurance and performance metrics consistently
• Identify potential risks and elevate concerns to management promptly
• Participate in training sessions, meetings, and ongoing professional development activities
• Perform additional duties as delegated by management to support program goals

Skills

Customer service

Data entry

Critical thinking

Communication

Teamwork

Problem solving

Education

High school diploma or GED

Job description

About The Company

Maximus is a leading provider of government services and solutions dedicated to improving the quality of life for individuals and communities. With a strong commitment to public service, Maximus partners with federal, state, and local agencies to deliver innovative programs that support health, employment, and community development initiatives. The organization values integrity, accountability, and excellence, fostering a diverse and inclusive work environment where employees are empowered to make a meaningful difference. Maximus's extensive experience and dedication to service excellence make it a trusted partner in delivering impactful programs that enhance societal well-being.

Maximus is a leading provider of government services and solutions dedicated to improving the quality of life for individuals and communities. With a strong commitment to public service, Maximus partners with federal, state, and local agencies to deliver innovative programs that support health, employment, and community development initiatives. The organization values integrity, accountability, and excellence, fostering a diverse and inclusive work environment where employees are empowered to make a meaningful difference. Maximus's extensive experience and dedication to service excellence make it a trusted partner in delivering impactful programs that enhance societal well-being.

About The Role

The Customer Service Representative - Eligibility Specialist (ES) at Maximus is a vital frontline role responsible for managing high volumes of inbound calls related to Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF). This position requires engaging with applicants, recipients, and community members to provide accurate information, assist with application processing, and troubleshoot issues effectively. The CSR will handle inquiries, process case updates, verify data, and ensure compliance with federal and state regulations. The role demands a professional, empathetic approach to customer service, ensuring timely resolution of client issues and fostering positive relationships with program participants. This position offers an excellent opportunity to contribute to meaningful social programs while developing valuable skills in customer support and case management.

Qualifications

• High school diploma or GED required
• 0-2 years of relevant professional experience or equivalent education and experience
• Proven customer support or client service experience preferred
• Strong critical thinking and problem-solving skills
• Accurate data entry skills (minimum 40 keystrokes per minute)
• Excellent verbal and written communication skills
• Ability to handle complex inquiries in a fast-paced environment
• Understanding of work implications and solution-oriented mindset
• Ability to work independently and as part of a team
• Valid State driver's license or ID

Responsibilities

• Receive, assess, and screen applications, proactively communicating with clients to gather necessary information
• Validate income, assess eligibility, and manage case referrals accurately
• Engage regularly with program participants to provide support and information
• Educate clients on program services, eligibility requirements, and application procedures
• Collaborate with clients to establish and achieve program objectives, ensuring service continuity
• Handle high volumes of inbound calls, providing clear and empathetic assistance regarding Medicaid, SNAP, and TANF programs
• Apply federal and state eligibility rules during applicant assessments
• Verify applicant/recipient data through system interfaces and update cases accordingly
• Process cases efficiently, addressing missing information and escalating issues when necessary
• Document all interactions accurately within the eligibility system
• Meet quality assurance and performance metrics consistently
• Identify potential risks and elevate concerns to management promptly
• Participate in training sessions, meetings, and ongoing professional development activities
• Perform additional duties as delegated by management to support program goals

Benefits

• Competitive hourly rate of $18.00/hr with performance-based bonuses
• Comprehensive health insurance plans including Medical, Dental, Vision, and Prescription coverage
• Partially funded Health Savings Account (HSA)
• Life insurance and disability benefits
• Retirement savings plan with company matching contributions (401K)
• Paid time off, holidays, and extended sick leave
• Employee Assistance Program (EAP) supporting physical, emotional, and financial wellness
• Recognition programs to acknowledge outstanding employee contributions
• Tuition reimbursement and professional development opportunities
• Exclusive employee discounts on auto, home, renter's, and pet insurance
• Wellness programs and resources tailored to employee needs

Equal Opportunity

Maximus is committed to fostering a diverse and inclusive workplace. We are an Affinitive Action/Equal Opportunity Employer that values all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We actively encourage military service members, veterans, and their spouses to apply, recognizing their resilience and dedication.