Child Support Call Center Agent
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 research customer inquiries while speaking with customers and provide appropriate, accurate information in accordance with approved procedures and guidelines. The role includes answering questions about child support payment and account histories, resetting caller identification when callers cannot self-serve through the Interactive Voice Response system, and documenting customer calls. Agents also communicate resolution options and inform customers about available services and resources. This is a full-time, onsite position in E. Lansing, Michigan, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m. ET. The stated pay rate is $18.00 per hour.
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 systems knowledge.
- 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 ensuring call quality and integrity.
- Answer questions about issues such as child support payment histories and account histories.
- Reset caller personal identification when callers are unable to self-serve in 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 that need 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.
- Life and disability insurance.
- Retirement savings plan.
- Possible bonus or incentive eligibility based on business need.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
