Customer Service Representative – Evansville, IN
Global Organization
Evansville, IN
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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Call Volume, Candidate Screening, Communication Skills, Conferences, Consulting, Corporate Policies, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer Training, Data Entry, Detail Oriented, Documentation, Identify Issues, Interpersonal Skills, Medicaid, Multitasking, Nutrition, Organizational Skills, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Quality Metrics, Resolve Customer Issues, Risk Analysis, Risk Management, SNAP, Team Player, Time Management, Training Program, Tuition Reimbursement, Writing Skills
LOCATION
Evansville, IN
POSTED
30+ days ago
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.
- Handles high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift answer questions regarding the Medicaid, SNAP, and TANF programs. - Apply State and/or federal eligibility rules for applicant/recipient information assessment. - Verifies applicant/recipient data through system interfaces. - Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy. - Communicates with applicants/recipients while researching and updating cases and documenting calls simultaneously. - Educates callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills. - Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships. - Verifies and enters applicant/recipient data into the State’s eligibility system and prepares cases for disposition by State Eligibility Consultant. - Processes cases and takes necessary action on missing information promptly. - Meet Quality Assurance and performance metrics and stay updated on project and corporate policies. - Identify and escalate risks to management. - Attends all meetings and completes all trainings to stay informed on project/position updates. - Fulfill all performance requirements associated with eligibility processes. - 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.
- 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), strong interpersonal skills. - Positive relationship-building with customers and state eligibility consultants. - Attention to detail; 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 an extended period. Preferred Qualifications: - Some college or a college degree. - 2+ years of relevant professional experience. #INEligibility #INCSR #LI-Onsite []
About the Company
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