Customer Service Representative

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

📋 Description

• Manage and resolve complex inquiries received via inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials.

• Deliver customer service regarding child support services during a project-specific increase in demand.

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

• Conduct research on cases and perform financial assessments.

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

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

• Provide updates on the status of modifications.

• Update and record member information accurately.

• Process requests for state forms efficiently.

• Document and request actions within the state system concerning technical issues impacting case processing.

• Keep customers informed about ongoing incidents.

• Carry out additional duties as assigned.

⛳️ Requirements

• Must reside in San Antonio, TX.

• High school diploma or equivalent is required, or a comparable combination of education and experience.

• At least two years of prior experience in service delivery, customer service, call center technology, or a related field.

• Proficiency in English is essential.

• Skilled in data entry, including the use of keyboard, mouse, and 10-key pad.

• Familiarity with webcams, Microsoft Word, Excel, and other Windows applications.

• Experience with CISCO Finesse, COMM100, or Nice InContact.

• Understanding of customer service techniques.

• Knowledge of Child Support and SDU policies and procedures.

• Awareness of record-keeping techniques.

• Familiarity with modern office practices, procedures, and equipment.

• Ability to work extended and flexible hours to meet tight deadlines.

• Capability to maintain confidentiality.

• Strong oral and written communication skills.

🏝️ Benefits

• Work from home.

• Employer-provided equipment.

• Paid training.

• Set schedule: Monday–Friday between 8:00am CT–6:00pm CT.

• Accrue PTO starting from day 1.

• Benefits commence after 30 days of employment.

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

• Gym membership reimbursements.

• Opportunities for career growth.

• Engaging, enjoyable, and supportive virtual work environment.

• Colleagues who feel like family.