Child Support Call Center Agent

Conduent•East Lansing, MI

8d•Onsite

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. The agent researches customer questions while speaking with customers and provides appropriate, accurate information using approved procedures and guidelines, while maintaining call quality and integrity. The role covers questions about child support payment and account histories, resetting caller identification when callers cannot self-serve through the Interactive Voice Response system, documenting calls, communicating resolution options, and informing customers about relevant services and resources.

Requirements

High school diploma or GED.
Complete background screening and fingerprinting.
Two years of high-volume call center experience.
One year of experience in payments with 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 ensuring call quality and integrity.
Answer questions about issues such as child support payment history and account histories.
Reset personal identification for callers who cannot self-serve through the Interactive Voice Response system.
Gather information, research and resolve inquiries, and appropriately document customer calls.
Read and interpret documents on file.
Retain and apply a large amount of information.
Respond professionally to calls that need to be escalated.
Communicate appropriate resolution options promptly.
Review customer needs and inform customers about available services and resources.