Customer Service Specialist

State of North Carolina•Msc 2403 Wake, NC

5d•$41,206 - $72,113•Onsite

About The Position

The North Carolina Child Support Program operates in accordance with Public Law 93-647, North Carolina General Statutes 110-128-141, and Federal Regulations. Services provided by the IV-D Program include the location of non-custodial parents, establishment of paternity and support, enforcement of support, and collection and distribution of support payments. North Carolina has approximately 300,000 child support cases for establishment and enforcement of child support court orders. This program is one of the few services available from the Division of Social Services that is not based on income level. Any citizen in North Carolina can receive our services upon request, upon payment of an application fee. The Customer Support Unit falls under the direction of the Program Supervisor who also has oversight responsibilities of the Reports and Analysis Unit. The unit responds to inquiries, complaints and questions from the general public, attorneys, OCSE, child support customers, legislative, congressional, etc. Most come in through written communication, email from DSS, phone or from the ncchildsupport website. All responses are tracked through the eCustomer Service Tracking System (eCSTS). The Customer Support Unit receives an average of 1400 inquiries and complaints per month. The unit researches the issue and provides responses according to policy guidelines. The Unit is also responsible for processing requests for additions and updates to the Third Party Table.

Requirements

High school of General Educational Development (GED) diploma and five years of related administrative experience; or an equivalent combination of education and experience.
Knowledge of Automated Collection & Tracking System (ACTS) functionality
Knowledge of the Child Support Services and Public Assistance Programs in North Carolina
Customer Service
Effective Communication skills
Analytical thinking
Resource Management

Responsibilities

Respond to inquiries, complaints, and questions from the general public, attorneys, OCSE, child support customers, legislative, and congressional entities.
Track all responses through the eCustomer Service Tracking System (eCSTS).
Research issues and provide responses according to policy guidelines.
Process requests for additions and updates to the Third Party Table.