Child Support Call Center Agent

Conduent • East Lansing, MI

12h • Hybrid

About The Position

The Call center agent will handle inquiries for Michigan Department of Human Services Office of Child support and the services it provides via inbound calls. While speaking with the Customer on the phone, CSRs will address and research customer inquiries and provide appropriate and accurate information.

Requirements

• High School diploma or GED
• Background and Fingerprinting
• 2 years of high-volume call center experience
• 1 year experience in payments with data entry
• Computer system knowledge
• Knowledge/experience with word, excel, file directories, SharePoint and outlook
• Typing WPM 30
• Experience working with dual monitors

Responsibilities

• Respond to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call.
• Answer questions on various issues such as child support payments history and account histories.
• Reset Personal identification of callers unable to self-serve in the Interactive Voice Response system.
• Gather information, research/resolve inquiries, and appropriately document customer calls.
• Ability to read and interpret documents on file.
• Understand and retain a large amount of information.
• Answer and respond professionally to escalate calls, should they arise.
• Communicate appropriate options for resolution promptly.
• Review customer needs and inform customers of services and resources available to them.

Benefits

• medical, dental, vision
• Paid time off and holidays
• Paid training
• Career growth and advancement opportunities
• Supportive and inclusive work environment
• health insurance coverage
• voluntary dental and vision programs
• life and disability insurance
• a retirement savings plan
• paid holidays
• paid time off (PTO) or vacation and/or sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED