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

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

New Castle

Full-time

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. 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.

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
️Life insurance and short- and long-term disability coverage
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
Employee recognition platform, employee discounts, and discounts on auto, home, renters, and pet insurance
Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.

• Potentially educate clients on fundamental program services and eligibility prerequisites.
• 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
• 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 escalate risks to management, and attend required meetings and complete required training
• High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

Ability to handle complex customer service questions by phone and communicate clearly and professionally

• Accurate data entry at 40 keystrokes per minute
• 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
• Customer support or Client Service Representative experience strongly preferred
• Call center experience
• Put your customer service skills to work helping people access essential benefits. 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 education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Other rewards may include short- and long-term incentives as well as program-specific awards.

Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at  applicantaccom@maximus.