Child Support Call Center Agent

Conduent•East Lansing, MI

1d•Hybrid

About The Position

The Child Support Call Center Agent handles inbound inquiries for the Michigan Department of Human Services Office of Child Support and its services. Agents address and research customer inquiries while speaking with customers by phone, and provide accurate information using approved procedures and guidelines. The role is hybrid in East Lansing, Michigan: onsite work is required for training and the probationary period, with work from home afterward based on performance.

Requirements

High school diploma or GED.
Complete background screening and fingerprinting.
Two years of high-volume call center experience.
One year of experience with payments and data entry.
Computer system knowledge.
Knowledge or experience with Word, Excel, file directories, SharePoint, and Outlook.
Typing speed of 30 WPM.
Experience working with dual monitors.

Responsibilities

Respond to inbound telephone inquiries and concerns using approved procedures and guidelines while maintaining call quality and integrity.
Answer questions about child support payment histories and account histories.
Reset callers’ personal identification when they are unable to self-serve through the Interactive Voice Response system.
Gather information, research and resolve inquiries, and document customer calls appropriately.
Read and interpret documents on file and retain a large amount of information.
Respond professionally to calls that need escalation.
Communicate appropriate resolution options promptly.
Review customer needs and inform customers about available services and resources.