Child Support Call Center Agent

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

6d • 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 the services it provides. Agents research customer inquiries while speaking with customers and provide appropriate, accurate information using approved procedures and guidelines. They respond to questions about child support payment and account histories, assist callers who cannot self-serve in the Interactive Voice Response system, document calls, and communicate available options, services, and resources. The role is onsite in E. Lansing, Michigan, and offers an hourly rate of $18.00. The stated shifts are Monday through Friday, either 8:00 a.m.–4:30 p.m. Eastern or 9:30 a.m.–6:00 p.m. Eastern.

Requirements

• High school diploma or GED.
• Complete background check and fingerprinting.
• Two years of high-volume call center experience.
• One year of experience in payments with data entry.
• Computer system 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 maintaining call quality and integrity.
• Answer questions about child support payment histories and account histories.
• Reset callers’ personal identification when they are unable to 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 that need escalation.
• Communicate appropriate resolution options promptly.
• Review customer needs and inform customers about available services and resources.

Benefits

• Benefits from day one for eligible roles, including medical, dental, and vision coverage.
• Paid time off and holidays.
• Paid training.
• Career growth and advancement opportunities.
• Supportive and inclusive work environment.
• Life and disability insurance.
• Retirement savings plan.
• Potential eligibility for a bonus or incentive based on business need.

What This Job Offers

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