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

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

17h•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 seeking individuals who are technical, creative, client-focused, and willing to go the Extra Mile. As a family-owned and operated business for 54 years, SMI considers its employees and clients part of an extended family. Our culture emphasizes teamwork, dedication, empowerment, and work-life balance, offering an optimal atmosphere for career growth and achievement with competitive compensation and benefits. We are a multi-state operation with over 650 employees across the United States, relying on our team's expertise for innovation and excellence in systems and product lines. If you are looking for a meaningful and fulfilling career, we encourage you to consider SMI.

Requirements

Must live in San Antonio, TX.
High school diploma or its equivalent required.
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.
Proficient in data entry skills including keyboard, mouse, and 10-key pad.
Experience with 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 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.
Exhibit strong interpersonal skills, including tact, patience, and courtesy.
Maintain confidentiality with discretion.
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”.
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.