Customer Service Representative – New Castle, IN | On-site

Maximus; New Castle (IN); On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Bonuses

Health coverage

401(k) retirement plan

PTO and holidays

Life insurance

Well-being programs

Employee discounts

Job summary

Maximus in New Castle, Indiana is hiring a Customer Service Representative for a full-time, onsite inbound call center role. You’ll assist applicants and recipients with Medicaid, SNAP, and TANF, process applications, enter data, and update eligibility cases.

This fast-paced role involves high-volume inbound calls, researching information, and documenting conversations to ensure accurate benefits determinations. Strong communication and detail-orientation are essential.

Qualifications

• Customer service experience preferred.
• Strong verbal and written communication.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Receive, assess, and screen applications and collect outstanding information.
• Validate income, assess eligibility, and manage case referrals.
• Engage daily with program participants and explain services clearly.
• Enter accurate data into the State’s eligibility system and prepare cases for review.
• Handle high volume inbound calls about Medicaid, SNAP, and TANF.
• Maintain quality and meet performance targets.

Skills

Customer service

Clear communication

Problem solving

Attention to detail

Phone support

Team collaboration

Education

High school diploma or GED

Job description

Maximus is hiring a Customer Service Representative for a full-time, onsite inbound call center role in New Castle, Indiana.

You’ll help people with Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) questions while processing applications, entering data, and updating benefits eligibility cases.

What to Expect

This is a fast-paced, phone-based position handling a high volume of inbound calls, often back-to-back. You’ll speak with applicants, recipients, and other community members while researching information, documenting conversations, and updating cases in the State’s eligibility system.

If you enjoy helping customers, communicating clearly, and managing detailed tasks, this role offers meaningful work with career development opportunities.

Benefits and Career Development

• Performance-based bonuses: Opportunities for additional compensation based on performance
• Health coverage: Medical, dental, vision, and prescription plans, plus a partially funded health savings account (HSA)
• Retirement savings: 401(k) retirement savings plan with company matching
• Paid time off: PTO, holidays, and extended sick leave
• Income protection: Life insurance and short- and long-term disability coverage
• Career growth: Career development and promotional opportunities, tuition reimbursement, and professional development through training programs, workshops, and conferences
• Well-being support: Employee Assistance Program (EAP), Maximus wellness programs, and resources for physical, emotional, and financial wellness
• Recognition and perks: Employee recognition platform, employee discounts, and discounts on auto, home, renters, and pet insurance

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.
• Answer a high volume of inbound calls, often back-to-back, about Medicaid, SNAP, and TANF applications, benefits, and eligibility
• Resolve caller questions, complaints, and service issues professionally and empathetically, using a One Call Resolution approach
• Explain program services, eligibility requirements, and next steps in clear, easy-to-understand language
• Research information, document calls, and update cases while speaking with applicants and recipients
• Apply State and federal eligibility rules and verify applicant and recipient information through system interfaces
• Enter accurate information into the State’s eligibility system and prepare cases for review and disposition by a State Eligibility Consultant
• Process applications and case changes, and follow up promptly on missing information
• Build positive working relationships with customers and State Eligibility Consultants to support program goals and continuity of services
• Meet quality assurance, performance, and eligibility-processing requirements
• Stay current on project and corporate policies, identify and escalation risks to management, and attend required meetings and complete required training
• 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 Skills and Qualifications

• Ability to handle complex customer service questions by phone and communicate clearly and professionally
• Critical thinking and problem-solving skills, including the ability to use judgment, understand how actions affect a case, and recommend solutions
• Ability to speak with customers while researching information, documenting calls, and updating cases
• Strong interpersonal skills and the ability to build positive working relationships with customers and State Eligibility Consultants
• Strong attention to detail, organization, and verbal and written communication skills
• Ability to manage multiple complex tasks in a fast-paced, deadline-oriented environment
• Ability to work independently and collaboratively as part of a team
• Ability to remain stationary for an extended period
• Valid state driver’s license or state-issued ID
• Customer support or Client Service Representative experience strongly preferred
• Call center experience
• Two or more years of relevant professional experience

Put your customer service skills to work helping people access essential benefits. Apply to join our New Castle team.