Customer Service Representative – Marion, IN

Job ID and requisition details available upon request.

About the role

The Customer Service Representative - Eligibility Specialist (ES) receives high-volume, back-to-back inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) programs. CSRs assist customers by answering queries, handling complaints, troubleshooting problems, processing applications, and completing case maintenance activities in the State eligibility system. The role ensures all client service issues are resolved timely and in accordance with stated policies and procedures.

Responsibilities

• Receive, assess, and screen applications, proactively communicating with clients to collect outstanding information.
• Validate and calculate income, assess eligibility, and manage case referrals.
• Engage daily with program participants, educating them on program services and eligibility prerequisites.
• Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.
• Handle a high volume of inbound calls to answer questions regarding Medicaid, SNAP, and TANF programs.
• Apply State and/or federal eligibility rules to assess applicant/recipient information.
• Verify applicant/recipient data through system interfaces and facilitate caller requests via a One Call Resolution approach.
• Research and update cases while documenting calls, demonstrating professionalism and empathy.
• Serve as a liaison with customers 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.
• Process cases and take necessary action on missing information promptly.
• Meet Quality Assurance and performance metrics; stay updated on project and corporate policies.
• Identify and escalate risks to management; attend meetings and complete all required trainings.
• Perform additional duties as assigned by management.

Requirements

• High school diploma or GED required; 0-2 years of relevant professional experience, 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) and strong interpersonal skills.
• Positive relationship-building with customers and state eligibility consultants.
• 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.
• Ability to remain stationary for extended periods.
• Valid State Driver’s License or ID.

Preferred Qualifications

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

Schedule

8:00 AM – 4:30 PM, Monday through Friday. Onsite in Marion, IN. Class start date: September 29, 2026.

Pay

Base rate: $18.00 per hour. Competitive compensation includes bonuses based on performance.

Benefits

• Comprehensive insurance coverage: Medical, Dental, Vision, Prescription, and partially funded HSA.
• Life insurance benefits and discounts on Auto, Home, Renter’s, and Pet insurance.
• 401K Retirement Savings plan with Company Matching.
• Paid Time Off (PTO), holidays, and extended sick leave.
• Short and Long Term Disability coverage.
• Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Recognition platform for outstanding employee contributions.
• Tuition reimbursement for ongoing education and development.
• Employee perks and discounts.
• Maximus Wellness Program and resources.
• Professional development opportunities: training programs, workshops, and conferences.