Bilingual Customer Service Representative-SDU-Work From Home-MUST LIVE IN SAN ANTONIO, TX

Systems & Methods, Inc. (SMI)•USA - Remote TX, TX

10d•Remote

About The Position

SMI is a leading technology provider in the human services field, developing advanced solutions for complex operations. We are seeking individuals who are technical, creative, client-focused, and willing to go the extra mile. As a family-owned business for 54 years, SMI fosters a culture of teamwork, dedication, empowerment, and work-life balance, offering an optimal environment for career growth. We are a multi-state administrative private company with over 650 employees nationwide, relying on our team's expertise to develop and support industry-leading systems and product lines. We encourage innovation and offer a meaningful and fulfilling career.

Requirements

Knowledge of customer service techniques, including how to handle upset callers.
Knowledge of policies and procedures involved in SDU payment processing.
Knowledge of child support policies.
Knowledge of SMI and state client’s child support system.
Knowledge of modern office practices, procedures, and equipment.
Ability to interpret, apply, analyze, and explain laws, procedures, and regulations pertaining to SDU payment processing procedures and programs.
Ability to maintain accurate and interrelated records.
Ability to respond promptly to customer needs.
Ability to identify and resolve errors.
Ability to work with integrity and ethically.
Ability to work independently with little direction.
Ability to meet schedules and timelines.
Ability to work confidentially with discretion.
Ability to communicate effectively, both orally and in writing.
Ability to apply interpersonal skills using tact, patience, and courtesy.
Ability to work varied schedules and overtime hours, as necessary.
Fluent in English and Spanish is a must.
High school diploma or equivalent.
At least one year prior experience in an area of service delivery, customer service, call center technology, or other related field or an equivalent combination of education and work experience.
Proficient in data entry skills including keyboard, mouse, and 10-key pad.
Experience and knowledge of software such as Microsoft Word, Excel, and other Windows products.

Responsibilities

Respond to customer service calls and correspondence according to Standard Operating Procedures and contract requirements.
Receive calls from child support customers and other stakeholders and respond following Standard Operating Procedures and contract requirements.
Process correspondence in accordance with Standard Operating Procedures and contract requirements.
Document correspondence and contacts in accordance with Standard Operating Procedures and contract requirements.
Complete SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements.