Job Description
Customer Service Representative – Fully Remote!
CANDIDATES MUST RESIDE IN PENNSYLANIA
Position Type: Full-Time
Location: 100% Remote (including training)
Pay: $15.75/hr | $16.75/hr for bilingual candidates
Required: High School Diploma (must be listed on resume)
Training & Schedule
Training:
2 weeks | Monday–Friday
8:00 AM – 4:30 PM (fully remote)
Work Shift:
Typical hours: 9:30 AM – 6:00 PM
May fluctuate between 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM
Role Overview
As a Customer Service Representative, you’ll be the first point of contact for applicants and their families, answering questions and guiding them through the waiver application process. The role involves high-volume inbound calls (approx. 75/day), primarily assisting elderly and disabled individuals.
What You’ll Do
Answer inbound calls and emails regarding waiver services
Explain program information and conduct eligibility screenings
Schedule intake appointments and refer to Enrollment Brokers
Document caller interactions and update case information in MAXeb
Maintain current knowledge of policies and procedures
Show professionalism, empathy, and cultural sensitivity at all times
Escalate concerns or complex issues to management
Perform follow-ups and assist with case resolution
What We’re Looking For
Minimum Requirements:
High School Diploma or GED
Strong communication, organization, and multitasking skills
Experience working with diverse populations
Comfort working in a fast-paced, call center environment
Preferred:
3+ years of customer service or human services experience
Bilingual (English + another language)
Knowledge of Pennsylvania Home and Community-Based Services (HCBS)
Familiarity with medical terminology
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