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

Systems & Methods, Inc. (SMI)

1d•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. We are a family-owned and operated business with over 650 employees across the United States, fostering a culture of teamwork, dedication, empowerment, and work-life balance. We are seeking individuals who are technical, creative, client-focused, and willing to go the Extra Mile to join our team. This role is a full-time, work-from-home position requiring the candidate to reside in San Antonio, TX.

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.
OR 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.
Must be 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.
Ability to pay attention to detail.
Ability to accurately key data.
Ability to work independently with little direction 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.

Nice To Haves

Technical, creative, client-focused individuals.
Willing to go the Extra Mile.

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”.
Providing exceptional customer service and 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.
Other duties, as assigned.