Office Support II 37.5 FT (2 vacancies)

Lancaster County•Lancaster, PA

7d•Onsite

About The Position

This position provides customer service duties, including responding to telephone and email inquiries from individuals contacting the office with general procedural questions or clients with case-specific questions. The role involves reviewing and providing information from the statewide computer system as defined by DRS policy and procedures, either over the telephone or in writing. Responsibilities include explaining basic elements of the child support program and the statewide computer system in understandable terms, providing account information (support order amounts, balances, payment information) as allowed by policy, and mailing system-generated account statements and forms upon request. A knowledge of distribution rules and other financial procedures is necessary to provide information to clients and others.

Requirements

High school diploma or education equivalent.
Experience in an office working environment.
General knowledge of accounting principles.
Computer skills including experience using Windows, Word and Excel.
Experience in customer service/complaint processing within a business or government agency.
Knowledge of the child support program and the operations of the Domestic Relations Section.
Knowledge of and ability to properly utilize the PACSES statewide computer system.
Proficiency in the use of office equipment including personal computers, document scanners, telephones, copying machines, fax machines and calculators.
Knowledge and ability to prepare standard business forms, correspondence and legal documents.
Basic knowledge of clerical practices and procedures governing documentation, records keeping and similar office processes commonly employed in administrative, governmental, judicial and/or law enforcement offices.
Knowledge in English usage, grammar, spelling and punctuation as used in governmental or judicial offices.
Ability to organize a workload, establish priorities and complete clerical processing requirements.
Ability to establish and maintain effective working relationships with associates, callers, visitors, attorneys, defendants, plaintiffs, and representatives of other offices.
Ability to understand, retain, and follow instructions.
Ability to obtain information from callers and research and input data and responses into the PACSES statewide computer system.
Ability to remain calm in busy and sometimes stressful work environment.
Ability to make correct business decisions and to work independently.
Ability to adhere to confidentiality requirements.
Ability to perform work assignments under the normal working conditions under which the job operates.
Ability to communicate, problem solve, remain calm in stressful environment, work independently, follow directions, read and comprehend procedures, and complete forms.
Demonstrate a positive attitude towards the department and promote a positive attitude among team members.
Personal responsibility to give and receive information and feedback in order to provide a more complete result.
Ability to demonstrate respect for and awareness of others, good judgment in responding to conflict and flexibility to adapt to changes in one’s work environment.
Ability to contribute one’s very best to the County with a focus on continuous improvement and excellence.
Ability to understand and anticipate customer wants and resolve customer needs.
Pre-employment background check as required by policy.

Nice To Haves

Experience in customer service/complaint processing within a business or government agency helpful.

Responsibilities

Respond to inquiries from clients, employers, and other child support agencies following DRS policies and procedures, including confidentiality.
Review and provide case-specific information utilizing the PACSES statewide computer system.
Collect and update client demographic and employment information in the PACSES database.
Document case contacts and actions in the PACSES note system.
Identify and refer cases for further action when appropriate.
Respond to callers asking for general information about the child support program and DRS operations, including services provided and how to obtain them.
Provide additional resources to callers, such as the state child support website and support estimator.
Produce and mail forms and information to clients upon request, including account information, payment records, modification petitions, and informational brochures.