Research & Support Representative 1/8-1/9

Job Description

Job Description

Senior Customer Service Representative (SR CSR)
Schedule: Monday – Friday, 8:30 AM – 5:00 PM EST
Pay Rate: $17.50/hour

FULLY REMOTE - MUST BE A RESIDENT OF PENNSYLVANIA

Position Summary

We are seeking three detail-oriented and resourceful Senior Customer Service Representatives to support high-level, escalated cases within the HCBS application process. This role requires strong communication skills, attention to detail, and the ability to manage sensitive information in a fast-paced environment.

Key Responsibilities

• Manage 40–60 active cases, ensuring timely completion
• Handle escalated and sensitive cases from start to finish
• Conduct inbound/outbound calls, emails, and follow-ups
• Communicate regularly with external partners (government agencies, legal offices, social workers, case managers, etc.)
• Educate applicants on application status and process
• Accurately document all case activity and updates
• Track case progress and report outcomes to management daily
• Identify trends/issues and escalate to management and Quality Assurance
• Process inquiries from support inboxes and complete assigned tasks
• Manage phone queues and voicemails
• Assist walk-in applicants and support in-office operations (mail handling, document processing)
• Resolve applicant concerns and complaints efficiently

Qualifications

• High School Diploma or GED required (Bachelor’s preferred)
• Minimum 3 years of related experience
• Strong communication, analytical, and problem-solving skills
• Ability to multitask and meet deadlines in a fast-paced environment
• Comfortable working both independently and on a team
• Proficient with computers and multiple systems
• Ability to maintain confidentiality