Customer Service Representative

Only direct applicants will be considered. Staffing agencies and recruiter submissions will not be accepted. About 1 Alpha Consulting LLC: At 1 Alpha Consulting LLC, we deliver excellence across a broad range of consulting, staffing, and operation projects – including technology, engineering, administrative support, management consulting, and enrollment services. As a veteran-owned, mission-driven team, we partner with government, nonprofit, and commercial organizations to provide solutions that make a tangible difference in communities through Pennsylvania and beyond. Our services span staff augmentation, project management, IT consulting, process improvement, outreach opportunities, and business analytics, reflecting our commitment to integrity and measurable results. Every project is guided by our core values; reliability, collaboration, and a passion for enabling clients and communities to succeed. When you join 1 Alpha Consulting LLC, you become part of a supportive team that values growth, professional development, and meaningful work in fields as diverse as public programs, business operations, and technical innovation. We believe opportunity and impact go hand-in-hand- and we help build both for our clients, employees, and communities. Job Title: Customer Service Representative Location: Remote (Must live in Pennsylvania) Department: Pennsylvania Enrollment Assistance Program Work Hours: 9:30 am – 6:00 pm, Monday – Friday About the Role: We are looking for a Customer Service Representative to help support our Pennsylvania Enrollment Assistance Program (EAP). The Customer Service Representative serves as the first point of contact for applicants, families, and medical professionals. You will provide general program information, conduct waiver eligibility screenings, and support Pennsylvania residents with accessing Home and Community-Based services (HCBS) through the Independent Enrollment Broker. Your Impact: As a Customer Service Representative, you will: Respond to customer inquiries via phone, IVR, and web portals. Document customer interactions, including inquiries, complaints, and resolutions. Adhere to defined standard operating procedures for consistency and quality. Resolve customer issues or refer unresolved grievances to designated departments. Assist Call Center Supervisors and OA/Training teams when needed. Perform accurate data entry across multiple systems. Educate consumers on health services and providers under the Health Choice Program, assisting with plan choices and transfers. Maintain up-to-date knowledge of programs with reference to the Maximus knowledge base. Perform additional duties as assigned. These responsibilities are not meant to be all-inclusive; additional tasks may be assigned. Minimum Qualifications: High school diploma or GED. Previous call center or customer service experience preferred. Strong communication and phone etiquette skills. Must demonstrate excellent attendance ands strict adherence to call-off/time-off policies. Ability to work effectively in a fast-paced, goal-driven environment. Competency in computer basics (Zoom, typing, email, multiple screens). Ability to learn and follow client-approved scripts. Standout Qualifications: Proven experience thriving in fast-paced, performance-driven call center or customer service environments. Strong proficiency in multitasking across multiple computer systems and applications simultaneously. Excellent verbal communication and active listening skills with ability to convey information clearly and empathically. Demonstrated ability to learn quickly and accurately apply detailed scripts and procedural guidelines. Bilingual fluency in English and Spanish is highly preferred to effectively support diverse Pennsylvania communities. Prior experience working with healthcare programs, government benefits, or enrollment services is a strong asset. Pay Range: $16.50/hr. - $17.50/hr. After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period. In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday. Note that successful completion of the contingency period does not guarantee employment or hire by any partner organization. Why join us? At 1 Alpha Consulting LLC, we know people are our greatest asset. You’ll be part of a team that values: A supportive, collaborative work environment. Professional development and growth opportunities Meaningful work that drives positive results for organizations, clients, and communities in fields ranging from technology and management consulting to outreach, engineering, and operations. A mission-driven culture built on service, trust, innovation, and measurable impact- regardless of the type of project or client. Equal Opportunity Employer Statement: 1 Alpha Consulting is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application process or hiring process, contact our Human Resource team at [email protected] .