Customer Resolution Specialist

Veritas HHS Inc•Memphis, TN

About The Position

Veritas HHS seeks a Customer Resolution Specialist for the 30th Judicial District Child Support Services of Tennessee in Memphis, TN. The position is scheduled to begin on August 1, 2024. The Customer Resolution Specialist receives and acknowledges work orders, priority work orders, hot calls, and other inquiries from the statewide call center and DHS. The specialist also responds to customer inquiries referred directly from DHS or elected officials, assigns cases and inquiries to appropriate staff for resolution, tracks referred contacts and complaints, monitors response times and quality standards, and produces daily reports for the management team. Veritas-HHS provides consulting and operational expertise to health and human services agencies at the state and county levels. Its mission is to do socially useful work, have fun, and prosper. Its core values are integrity, innovation and creativity, quality of work, and customer service/teamwork.

Requirements

At least two years of experience in a child support or customer service call center environment; education may be substituted for years of experience.
Excellent communication skills.

Nice To Haves

An associate’s degree or above is preferred.

Responsibilities

Receive and acknowledge work orders, priority work orders, hot calls, and other inquiries from the statewide call center and DHS.
Respond directly to customer inquiries referred by DHS or elected officials.
Assign work orders to case managers, operations managers, or the project manager, as appropriate, and copy the appropriate supervisor or manager.
Enter each referred contact or complaint into the contact tracker and monitor responses to ensure time frames and quality standards are met.
Produce daily reports for the management team.
Perform related duties as required.