Note: The job is a remote job and is open to candidates in USA. Systems & Methods, Inc. (SMI) is a family-owned technology producer in the human services field, focused on providing state-of-the-art solutions. The Bilingual Customer Service Surge Representative will handle intricate inquiries related to child support services, ensuring exceptional customer service and compliance with regulations during high-demand periods.
Responsibilities
- Responsible for handling and resolving intricate inquires 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”
- Customer Service Surge Representatives are responsible for handling a wide range of intricate issues, which encompass, but are not limited to, the following: 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, as well as 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
Skills
- Must reside in San Antonio, TX for consideration
- High school diploma or its equivalent is required
- Minimum of two years of previous experience in service delivery, customer service, call center technology, or a related field
- Fluent in English and Spanish
- Proficient in data entry skills including keyboard, mouse, and 10-key pad
- Experience and knowledge of software such as Microsoft Word, Excel, and other Windows programs
- Experience with CISCO Finesse, COMM100 or Nice InContact
- 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 directions 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
Benefits
- We provide the equipment
- Work from home!
- Paid training
- Set schedule: Monday - Friday between 8:00am CT- 6:00pm CT
- Accrue PTO starting day 1
- Benefits effective after 30 days of employment
- 401(k) - Employer contribution after 1 year
- Gym Membership Reimbursements
- Career Growth Opportunities
- Exciting, Fun and Supportive Virtual Work Environment
- Coworkers Who Feel Like Family
Company Overview