Customer Service Escalation Specialist

JOB OVERVIEW: The Research Representative manages all paperwork and calls on elevated cases through the enrollment process, which includes communicating with AAAs, CAOs, and OLTL, completing all necessary tasks that correspond to a case, and communicating with the applicant. High school diploma or GED required. Bachelor degree is preferred. Minimum 3 years of related work experience required.

Job Description :

• Work hours: 8:30 AM – 5:00 PM EST, Monday – Friday.
• Pay Rate $17.50/hour
• Hybrid schedule; will have to travel to the Harrisburg IEB office one week out of the month due to contractual obligations. Will have to conduct walk-in appointments for consumers and other stakeholders
• Assists in completion of high-level / escalated, sensitive cases throughout the entire application process (inbound/outbound phone calls, emails, outreach, document processing, etc.)
• In contact with internal / external entities via email/phone (such as government agencies, legal offices, social workers, case managers, departments within the IEB project, and more) on a consistent basis.
• Responsible for tracking 40-60 cases and ensuring timely completion of those cases.
• Able to retain extensive knowledge about the entire HCBS application process to work various kinds of case types and assist other departments within the IEB project.
• On the phone consistently, whether making outbound calls to entities or receiving inbound calls for other staff member cases.

Job Type: Full-time

Pay: $17.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Ability to Commute:

• Harrisburg, PA 17110 (Preferred)

Ability to Relocate:

• Harrisburg, PA 17110: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Harrisburg, PA 17110

Salary : $18