Child Support Call Center Agent

Conduent State & Local Solutions, Inc•East Lansing, MI

8d•Hybrid

About The Position

The Child Support Call Center Agent handles inbound inquiries for the Michigan Department of Human Services Office of Child Support. The agent researches customer questions and provides appropriate, accurate information while following approved procedures and guidelines and maintaining the quality and integrity of each call. The role is hybrid in East Lansing, Michigan: onsite work is required for training and the probationary period, with work-from-home eligibility afterward based on performance.

Requirements

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

Responsibilities

Respond to telephone inquiries and concerns using approved procedures and guidelines while ensuring call quality and integrity.
Answer questions about issues including child support payment history and account history.
Reset caller personal identification when callers 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 and retain a large amount of information.
Respond professionally to calls requiring escalation.
Communicate appropriate resolution options promptly.
Review customer needs and inform customers about available services and resources.