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

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 - 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 - 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 - Some college coursework or a college degree . - 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 escalate risks to management, and attend required meetings and complete required training - Perform additional duties as assigned by management .