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

Role Description

Responsible for supervising a team of Customer Service Surge Representatives (CSRs) during a project-specific “surge”. They handle and resolve intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials concerning child support services.

• Address a broad spectrum of complex topics, including:
  • Conducting case research
  • Performing financial reviews
  • 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
• Ensure outstanding customer service and adherence to:
  • Federal Title IV-D regulations
  • State privacy laws
  • Standard Operating Procedures
  • Company policies
• Other duties as assigned.

Qualifications

• High school diploma or its equivalent
• Minimum of one year of previous experience in a supervisory role within customer service, call center technology, or a related field
• Alternatively, experience in an operational capacity involving supervision or acting in a management role during the absence of management personnel
• An equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work

Requirements

• Knowledge of:
  • Policies and procedures related to Customer Service and Call Center operations
  • Child Support and SDU policies and procedures
  • Principles and practices of supervision
  • Techniques for record keeping
  • Proficient in the use of copiers, scanners, printers, webcams, and basic computer setup
• Ability to:
  • Work as a team member
  • Work extended and flexible hours to meet strict deadlines
  • Thrive in a fast-paced environment
  • Conduct oneself ethically and with integrity
  • Accurately analyze situations and implement an effective course of action
  • Exhibit strong interpersonal skills, including tact, patience, and courtesy
  • Plan and organize tasks effectively
  • Train and assess the performance of staff
  • Maintain confidentiality with discretion
  • Communicate effectively in both oral and written forms
  • Adjust to varying schedules and extra hours as required, including Saturdays

Benefits

• Benefits effective after 30 days
• Quick and easy PTO accrual
• 401k employee and employer contribution
• Paid Training
• Health Club Reimbursements
• Career Growth Opportunities
• Casual Dress Code
• Coworkers Who Feel Like Family

Company Description

SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We are a family serving families.