Child Support Call Center Agent

Conduent•East Lansing, MI

7d•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 its services. Agents research customer questions while speaking with callers and provide appropriate, accurate information. They respond to inquiries using approved procedures and guidelines while maintaining call quality and integrity. The role is onsite in East Lansing, Michigan, and pays $18.00 per hour. The stated schedules are Monday through Friday, 8:00 a.m.–4:30 p.m. EST or 9:30 a.m.–6:00 p.m. EST.

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.
Knowledge of computer systems.
Knowledge of or experience with Word, Excel, file directories, SharePoint, and Outlook.
Typing speed of 30 words per minute.
Experience working with dual monitors.
Ability to read and interpret documents and retain a large amount of information.

Responsibilities

Respond to telephone inquiries and concerns using approved procedures and guidelines while ensuring call quality and integrity.
Answer questions about issues such as child support payment and account histories.
Reset callers’ personal identification when they cannot self-serve through the Interactive Voice Response system.
Gather information, research and resolve inquiries, and document customer calls appropriately.
Read and interpret documents on file and retain relevant information.
Respond professionally to escalated calls when they arise.
Communicate appropriate resolution options promptly.
Review customer needs and inform customers about available services and resources.