Senior Customer Service Representative

The Senior Customer Service Representative (Sr CSR) plays a critical role in managing and resolving high-level, sensitive cases within the Research and Support team. This hybrid position requires strong communication skills, attention to detail, and the ability to navigate complex application processes. The Sr CSR will handle inbound and outbound communications, support applicants through the enrollment process, and ensure timely case resolution while maintaining exceptional customer satisfaction. Responsibilities:

• Manage all paperwork and communications for elevated cases throughout the enrollment process.
• Track 40-60 cases to ensure timely and accurate completion.
• Communicate regularly with internal and external entities such as government agencies, legal offices, social workers, and case managers.
• Utilize systems including HCSIS, SAMS, eCIS, PIA, Panviva, and MAXe for case management and documentation.
• Report case outcomes and trends to management daily.
• Educate callers on application status and processes via phone and email.
• Record all follow-up actions in applicant records.
• Process inquiries received through support boxes and manage phone calls on the R&S phone line.
• Assist walk-in applicants with applications, status checks, and paperwork submission during in-office weeks.
• Handle applicant complaints efficiently to ensure satisfaction.
• Perform additional tasks as mandated by management.
• Ensure department mail is processed during office weeks.

• High school diploma or GED required; Bachelor's degree preferred.
• Minimum of 3 years related work experience.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team.
• Proficient computer navigation and experience with case management systems.
• Ability to maintain confidentiality and handle sensitive information securely.
• Capacity to remain stationary for extended periods and occasionally lift up to 25 pounds.
• Strong analytical and comprehension skills.

• Experience with HCBS application processes or similar enrollment procedures.
• Familiarity with government and social service agency communication protocols.
• Prior experience managing escalated or sensitive customer cases.

• Hybrid work schedule requiring weekly travel to the Harrisburg, PA office (one week per month).
• Must live within a commutable distance to Harrisburg, PA.
• Ability to handle multiple communication channels including phone calls, emails, and walk-in appointments.
• Must adhere to confidentiality and security protocols consistently.

• Monday through Friday, 8:30 AM 5:00 PM EST.
• Rotating hybrid schedule with in-office presence approximately one week per month.