Bilingual Customer Service Surge Representative

This is a fully remote position, open to applicants in Texas.

📋 Description

• Manage and address complex inquiries received via inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials regarding child support services during specific project surges.

• Ensure that every interaction adheres to Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies.

• Conduct thorough case research and financial assessments.

• Explain legal enforcement actions, including income withholding and license suspensions.

• Assist parents with issues related to paternity and case initiation.

• Provide updates on the status of modifications.

• Update and document member information accurately.

• Process requests for state forms efficiently.

• Document and report actions in the state system concerning technical issues that impede case processing.

• Keep customers informed on ongoing incidents.

• Perform other assigned duties as necessary.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of two years of prior experience in service delivery, customer service, call center technology, or a related area.

• An equivalent combination of education and experience may also qualify.

• Bilingual in English and Spanish.

• Understanding of customer service techniques.

• Familiarity with Child Support and SDU policies and procedures.

• Knowledge of record-keeping practices.

• Awareness of modern office practices, procedures, and equipment.

• Strong attention to detail.

• Capability to accurately input data.

• Ability to work independently with minimal direction and collaboratively as a team member in a fast-paced setting.

• Willingness to work extended and flexible hours to meet strict deadlines.

• Commitment to ethical conduct and integrity.

• Excellent interpersonal skills, including tact, patience, and courtesy.

• Strong oral and written communication skills.

• Proficient data-entry skills, including keyboard, mouse, and 10-key pad usage.

• Experience with webcams.

• Familiarity with Microsoft Word, Excel, other Windows applications, CISCO Finesse, COMM100, or Nice InContact.

• Must reside in San Antonio, TX.

🏝️ Benefits

• Equipment provided.

• Opportunity to work from home.

• Paid training provided.

• Fixed schedule: Monday - Friday between 8:00am CT - 6:00pm CT.

• Accrue PTO starting from day 1.

• Benefits become effective after 30 days of employment.

• 401(k) plan with employer contribution after 1 year.

• Reimbursement for gym memberships.

• Opportunities for career growth.

• Exciting, fun, and supportive virtual work environment.

• Colleagues who feel like family.