Child Support Call Center Agent

Conduent • East Lansing, MI

2d • 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 while speaking with callers and provides accurate information about services and available resources. The role is hybrid in East Lansing, Michigan, with onsite work during training and the probationary period. After training, work from home may be available based on performance. The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. Eastern, and pays $18.00 per hour.

Requirements

• High school diploma or GED.
• Pass background screening and fingerprinting.
• Two years of high-volume call center experience.
• One year of experience with payments and data entry.
• Knowledge of computer systems.
• Knowledge of 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 matters such as child support payment and account histories.
• Reset callers’ personal identification when they are unable to use the Interactive Voice Response system to self-serve.
• 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 requiring escalation.
• Communicate appropriate resolution options promptly.
• Review customer needs and inform customers about available services and resources.

Benefits

• Medical, dental, and vision benefits from day one for eligible roles.
• 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.
• Retirement savings plan.
• Paid time off (PTO), vacation, and/or sick time.
• May be eligible for a bonus or incentive based on business need.

What This Job Offers

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