Research & Support Representative

Job Description

Job Description

Senior Customer Service Representative (Hybrid)

Harrisburg, PA | $17.50 / hour | 8 : 30 AM – 5 : 00 PM EST, Monday–Friday

Hybrid schedule – must work onsite one week per month at the Harrisburg IEB office.

Overview :

We’re seeking three dedicated, detail-oriented, and resourceful Senior Customer Service Representatives (SR CSRs) to join our team supporting high-level, escalated applications within the IEB project. This hybrid role combines case management, phone-based support, and in-person assistance to ensure applicants receive timely, accurate, and compassionate service.

Key Responsibilities :

Manage and track 40–60 active cases, ensuring timely completion and documentation.

Handle inbound / outbound calls, emails, and outreach related to sensitive applications.

Serve as a key contact for government agencies, social workers, legal offices, and other stakeholders.

Use systems such as HCSIS, SAMS, eCIS, PIA, Panviva, and MAXe to update and track case progress.

Educate callers on application status and next steps while maintaining professionalism and empathy.

Process inquiries from PAIEB Support and Waiver Transfers boxes, and handle PHE unwinding tasks.

Report case outcomes, trends, and processing issues to management and QA teams.

Conduct walk-in appointments and assist applicants in person during onsite weeks.

Prepare and send departmental mail while onsite.

Efficiently manage and resolve applicant concerns through proactive communication and follow-up.

Qualifications :

High School Diploma or GED required; Bachelor’s degree preferred.

Minimum 3 years of related customer service or administrative experience.

Strong computer navigation, analytical, and comprehension skills.

Comfortable in a fast-paced, deadline-driven environment.

Excellent written and verbal communication; team-oriented yet self-motivated.

Ability to maintain confidentiality and handle sensitive information.

Occasionally required to lift up to 25 lbs.

Why Join Us?

You’ll be part of a collaborative, mission-driven team dedicated to helping consumers through the HCBS application process—making a direct impact on their quality of life while growing your professional skills in a hybrid, supportive environment.