Customer Service Specialist

General information

Job Posting Title Customer Service Representative – New Castle, IN | On-site Date Tuesday, October 6, 2026 City New Castle State IN Country United States Working time Full-time

Description & Requirements

Maximus is hiring a Customer Service Representative for a full-time, onsite inbound call center role in New Castle, Indiana . 

You’ll help people with Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) questions while processing applications, entering data, and updating benefits eligibility cases. 

What to Expect This is a fast-paced, phone-based position handling a high volume of inbound calls, often back-to-back. You’ll speak with applicants, recipients, and other community members while researching information, documenting conversations, and updating cases in the State’s eligibility system.
If you enjoy helping customers, communicating clearly, and managing detailed tasks, this role offers meaningful work with career development opportunities.
Benefits and Career Development Performance-based bonuses: Opportunities for additional compensation based on performance ️Health coverage: Medical, dental, vision, and prescription plans, plus a partially funded health savings account (HSA) Retirement savings: 401(k) retirement savings plan with company matching ️Paid time off: PTO, holidays, and extended sick leave ️Income protection: Life insurance and short- and long-term disability coverage Career growth: Career development and promotional opportunities, tuition reimbursement, and professional development through training programs, workshops, and conferences Well-being support: Employee Assistance Program (EAP), Maximus wellness programs, and resources for physical, emotional, and financial wellness Recognition and perks: Employee recognition platform, employee discounts, and discounts on auto, home, renters, and pet insurance

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.

- 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
Minimum Requirements

- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

Preferred Skills and Qualifications
- 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

Put your customer service skills to work helping people access essential benefits. Apply to join our New Castle team.

#INCSR #INEligibility

EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at. Minimum Salary $ 18.00 Maximum Salary $ 18.00