[Hiring] Customer Service Surge Representative @Systems & Methods, Inc. (SMI)

Role Description

Responsible for handling and resolving intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials regarding child support services during a project-specific “surge”. This role requires representatives to provide exceptional customer service and ensure every interaction follows Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies. Other duties, as assigned.

Key Functions/ Basic Duties:

• Conducting case research
• Executing financial assessments
• Clarifying legal enforcement actions (such as income withholding or license suspensions)
• Assisting parents with paternity and case initiation
• Providing updates on modification statuses
• Updating and documenting member information
• Processing requests for state forms
• Documenting and requesting actions within the state’s system regarding technical problems that hinder case processing
• Providing updates to customers inquiring about the status of an ongoing incident

Qualifications

• High school diploma or its equivalent is required
• Minimum of two years of previous experience in service delivery, customer service, call center technology, or a related field
• An equivalent combination of education and experience that equips an individual with the necessary knowledge, skills, and abilities to carry out the responsibilities of the position

Requirements

• Must be fluent in English
• Must be proficient in data entry skills including keyboard, mouse, and 10-key pad
• Experience and knowledge of software such as Microsoft Word, Excel, and other Windows programs
• Familiarity with CISCO Finesse, COMM100 or Nice InContact
• Ability to pay attention to detail
• Ability to work independently with little direction and as a team member, thriving in a fast-paced environment
• Ability to work extended and flexible hours to meet strict deadlines
• Ability to conduct oneself ethically and with integrity
• Exhibit strong interpersonal skills, including tact, patience, and courtesy
• Maintain confidentiality with discretion
• Communicate effectively in both oral and written forms

Benefits

• We provide the equipment
• Work from home!
• Paid training
• Set schedule: Monday - Friday between 8:00am CT - 6:00pm CT
• Accrue PTO starting day 1
• Benefits effective after 30 days of employment
• 401(k) - Employer contribution after 1 year
• Gym Membership Reimbursements
• Career Growth Opportunities
• Exciting, Fun and Supportive Virtual Work Environment
• Coworkers Who Feel Like Family