Customer Service Surge Supervisor - MUST RESIDE IN 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, and we consider our 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 seeking individuals who are technical, creative, client-focused, and willing to go the Extra Mile. This role supervises a team of Customer Service Surge Representatives during project-specific "surges," handling and resolving intricate inquiries from parents, legal representatives, and state officials concerning child support services. The primary objective is to ensure outstanding customer service and adherence to all relevant regulations and policies.

Requirements

Must reside in TX
High school diploma or its equivalent.
A minimum of one year of previous experience in a supervisory role within customer service, call center technology, or a related field; alternatively, experience in an operational capacity that involved supervising or acting in a management role during the absence of management personnel.
Proficient in the use of copiers, scanners, printers, webcams, and basic computer setup.
Ability to work as a team member.
Ability to work extended and flexible hours to meet strict deadlines.
Ability to thrive in a fast-paced environment.
Ability to conduct oneself ethically and with integrity.
Ability to accurately analyze situations and implement an effective course of action.
Ability to exhibit strong interpersonal skills, including tact, patience, and courtesy.
Ability to plan and organize tasks effectively.
Ability to train and assess the performance of staff.
Ability to maintain confidentiality with discretion.
Ability to communicate effectively in both oral and written forms.
Ability to adjust to varying schedules and extra hours as required, which may also encompass Saturdays.
Fluent in English.
Skills in using standard computer accessories such as keyboards, mice, and 10-key-pad to facilitate seamless navigation of case management systems.
Knowledge in software applications including Microsoft Word, Excel, and various other Windows programs.

Nice To Haves

Knowledge of policies and procedures related to Customer Service and Call Center operations.
Familiarity with Child Support and SDU policies and procedures.
Knowledge of principles and practices of supervision.
Knowledge of techniques for record keeping.

Responsibilities

Supervise a team of Customer Service Surge Representatives during project-specific "surges."
Handle and resolve intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials concerning child support services.
Conduct case research, perform financial reviews, clarify legal enforcement actions, assist parents with paternity and case initiation, provide updates on modification statuses, update and document member information, and process requests for state forms.
Ensure all interactions are carried out with outstanding customer service and adhere fully to Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies.
Foster team excellence by establishing explicit performance objectives aligned with company strategy.
Effectively manage daily call and chat volumes, assigning specialist tasks to guarantee staff understand their responsibilities in handling intricate financial and legal inquiries.
Execute timely performance plans and comprehensive evaluations for all direct reports.
Monitor real-time agent productivity and provide immediate, constructive feedback; identify performance gaps and maintain documentation of coaching sessions.
Lead the training and development of new hires and veteran staff, ensuring proficiency in evolving child support statutes, financial logs, and enforcement remedies.
Maintain high data integrity by updating and recording daily operational metrics and shift summaries in specified management logs.
Identify and report technical impediments or ChAMP system issues to necessary personnel to minimize service disruptions.
Ensure all team actions strictly adhere to Standard Operating Procedures (SOP) for the State Disbursement Unit (SDU), Child Support Division (CSD), and general customer service areas.