Senior Customer Service Representative (SR CSR) – Research & Support

Schedule: Monday – Friday | 8:30 AM – 5:00 PM EST

Pay Rate: $17.50/hour OR $18.50 Bilingual (Spanish)

About the Role

The Research & Support (R&S) Team at Maximus partners with Pennsylvania’s Independent Enrollment Broker (IEB) program to help elderly and disabled residents access essential services. We are currently seeking dedicated and experienced Senior Customer Service Representatives (SR CSRs) who thrive in a fast-paced, mission-driven environment and have strong case management and problem-solving skills for complaint and grievance resolution.

This hybrid position involves both remote work and in-office responsibilities one week per month at our Harrisburg IEB office, where you'll handle walk-in appointments and departmental mailing tasks. The ideal candidate is organized, proactive, tech-savvy, and customer-focused, with a passion for helping individuals navigate complex enrollment systems.

Key Responsibilities

• Manage and track 40–60 high-priority cases, ensuring timely follow-up and resolution throughout the entire HCBS application process.
• Act as a liaison between applicants and internal/external stakeholders including AAAs, CAOs, OLTL, legal offices, and social workers.
• Handle inbound/outbound calls, emails, and voicemails related to escalated case matters and consumer complaints.
• Accurately record actions and updates in MAXe and other internal systems.
• Monitor and respond to communication in shared inboxes such as the PAIEB Support and Waiver Transfers boxes.
• Use platforms like HCSIS, SAMS, eCIS, PIA, Panviva, and MAXe to process and research applications.
• Provide in-office support: assist walk-ins, process documents, and prepare outbound mail during scheduled weeks.
• Participate in weekly meetings to share case outcomes and identify trends or systemic issues.
• Collaborate with QA teams and management to improve process workflows and report coaching needs or procedural errors.

Must-Have Qualifications

• High school diploma or GED required; Bachelor's degree preferred
• Minimum 3 years of experience in a related case management or customer support role
• Strong interpersonal and professional communication skills (written and verbal)
• Highly organized and detail-oriented; able to multitask across cases and systems
• Experience using Microsoft Office, especially Excel and Word
• Ability to adapt quickly to changing priorities and fast-paced environments
• Commitment to confidentiality and data security
• Must be able to remain in a stationary position for extended periods; occasionally lift/move up to 25 lbs.

Preferred Attributes

• Experience working with or for government programs, healthcare access, or case management support
• Analytical thinker with a problem-solving mindset for complaint and grievance resolution
• Demonstrated ability to educate callers and coordinate with various stakeholders effectively
• Previous exposure to contact center, healthcare enrollment, or eligibility-based programs

Working Conditions & Schedule

• Hybrid work model: Remote with in-office presence required one week per month
• Office location: Harrisburg, PA 17110
• All new hires must attend mandatory training sessions with full attendance and engagement expected

Job Type: Full-time

Pay: From $17.50 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Shift:

• Day shift

Work Location: Hybrid remote in Harrisburg, PA 17110

Salary : $18 - $19