Xerox Customer Care Team Coach (Grant RCC) in Marion, Indiana

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit,, or

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Position is responsible for gathering information related to applications for public assistance programs. In conjunction with an automated system, eligibility specialist will provide information to state eligibility consultant who will make the eligibility decision for various public assistance programs including TANF(Temporary Assistance for Needy Families), Food Stamps and Medicaid.

  • Duties will include reviewing applications submitted, identifying required client data and verifications that must be collected in support of the eligibility determination, communicating with clients in the data collection process, reviewing the case information and preparing it for case disposition by the state eligibility consultant.

  • Responds to telephone inquires and complaints using standard scripts and procedures

  • Gathers information, researched/resolves inquiries and logs customer calls

  • Communicates appropriate options for resolution in a timely manner.

  • Informs customers about services available and assesses customer needs.

  • Provides functional guidance, training, troubleshooting assistance and support to team members

  • Monitors priority of calls and shifts escalated calls to assure resolution to problems.

  • May assist in preparing standard reports to track workload, response time and quality of input.

  • Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

  • The incumbent, with proper training, is expected to work independently of immediate and continuous supervision.

  • Able to communicate in a professional and courteous manner

  • Able to collaborate with team members and management

  • All other duties as assigned.

Required Qualifications:

Experience with ICES (Indiana Client Eligibility System) or WFMS (Workflow Management System and SMART.

Experience working w/ Public Assistance Programs (Medicaid, TANF, Food Stamps)


2 plus years of experience working w/ Public Assistance Programs (Medicaid, TANF, Food Stamps)

Consistently maintaining high quality and production scores

Must be proficient using MS office – Word, Excel, Outlook

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job: Customer Care

Organization: GHC Transaction Processing

Title: Customer Care Team Coach (Grant RCC)

Location: Indiana-Marion

Requisition ID: 16022697

Virtual/work from home? No