Customer Service Surge Representative - Work From Home

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

3d•Remote

About The Position

SMI is hiring a full-time, work-from-home Customer Service Surge Representative for a project-specific surge. The representative handles and resolves complex inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials concerning child support services. Interactions must comply with Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies. The role includes researching cases, conducting financial assessments, explaining legal enforcement actions, assisting with paternity and case initiation, providing modification-status updates, updating and documenting member information, and processing requests for state forms. Representatives also document and request actions in the state system when technical problems impede case processing, and provide customers with updates about ongoing incidents. Other duties may be assigned. The position is home-based and requires residence in San Antonio, Texas. SMI provides equipment and paid training. The set schedule is Monday through Friday between 8:00 a.m. and 6:00 p.m. Central Time. The hourly rate is $20.00.

Requirements

High school diploma or equivalent, plus at least two years of experience in service delivery, customer service, call center technology, or a related field; alternatively, an equivalent combination of education and experience.
Fluency in English.
Proficiency in data entry using a keyboard, mouse, and 10-key pad.
Experience with Microsoft Word, Excel, and other Windows programs.
Ability to pay attention to detail and accurately key data.
Ability to work independently with little direction and as a team member in a fast-paced environment.
Ability to work extended and flexible hours to meet strict deadlines.
Ability to act ethically and with integrity.
Strong interpersonal skills, including tact, patience, and courtesy.
Ability to maintain confidentiality with discretion.
Effective oral and written communication skills.
Must reside in San Antonio, Texas.

Nice To Haves

Familiarity with child support and SDU policies and procedures.
Knowledge of record-keeping techniques and modern office practices, procedures, and equipment.
Experience or knowledge of CISCO Finesse, COMM100, or Nice InContact.

Responsibilities

Handle and resolve complex inquiries through inbound calls and chats from parents, legal representatives, and state officials regarding child support services.
Conduct case research and financial assessments.
Explain legal enforcement actions, including income withholding and license suspensions.
Assist parents with paternity and case initiation.
Provide updates on modification statuses.
Update and document member information.
Process requests for state forms.
Document and request actions in the state system regarding technical problems that hinder case processing.
Provide customers with updates about ongoing incidents.
Follow Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies.
Perform other duties as assigned.