Customer Service Surge Representative - Work From Home:MUST LIVE IN SAN ANTONIO, TX

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

9d•Remote

About The Position

SMI is a highly regarded technology producer in the human services field, developing state-of-the-art solutions for complex human service operations. SMI recruits individuals who are technical, creative, client-focused, and willing to go the Extra Mile. In its 54th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. The company culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance, offering an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. SMI is a multi-state operation and administrative private company with over 650 employees throughout the United States, depending on the expertise of the SMI team to support and develop the very best systems and product lines in the industry and expecting continued innovation.

Requirements

Must live in San Antonio, TX.
High school diploma or its equivalent is required.
A minimum of two years of previous experience in service delivery, customer service, call center technology, or a related field.
An equivalent combination of education and experience that equips an individual with the necessary knowledge, skills, and abilities to carry out the responsibilities of the position.
Must be fluent in English.
Proficient in data entry skills including keyboard, mouse, and 10-key pad, webcams.
Experience and knowledge of software such as Microsoft Word, Excel, and other Windows programs.
Experience with CISCO Finesse, COMM100 or Nice InContact.

Nice To Haves

Knowledge of Customer service techniques
Familiarity with Child Support and SDU policies and procedures
Techniques for record keeping
Modern office practices, procedures and equipment
Ability to pay attention to detail
Ability to accurately key data
Ability to work independently with little directions and as a team member, thriving in a fast-paced environment
Ability to work extended and flexible hours to meet strict deadlines.
Ability to conduct oneself ethically and with integrity
Ability to exhibit strong interpersonal skills, including tact, patience, and courtesy
Ability to maintain confidentiality with discretion
Ability to communicate effectively in both oral and in written forms

Responsibilities

Handling and resolving intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials regarding child support services during a project-specific “surge”.
Ensuring every interaction follows Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies.
Conducting case research.
Executing financial assessments.
Clarifying legal enforcement actions (such as income withholding or license suspensions).
Assisting parents with paternity and case initiation.
Providing updates on modification statuses.
Updating and documenting member information.
Processing requests for state forms.
Documenting and requesting actions within the state’s system regarding technical problems that hinder case processing and the capacity to provide updates to customers inquiring about the status of an ongoing incident.