Customer Service Representative

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

📋 Description

• Handle customer service calls and communications in alignment with Standard Operating Procedures and contact guidelines.

• Receive calls from child support clients and other pertinent stakeholders.

• Address inquiries in accordance with Standard Operating Procedures and contractual obligations.

• Process correspondence following established Standard Operating Procedures and contract stipulations.

• Maintain documentation of correspondence and interactions as per Standard Operating Procedures and contract requirements.

• Execute updates in the SMI system and state systems based on Standard Operating Procedures and contractual guidelines.

• Detect and rectify customer service and processing discrepancies.

⛳️ Requirements

• High school diploma or equivalent, along with a minimum of one year of previous experience in service delivery, customer service, call center technology, or a related field, or a comparable blend of education and experience.

• Familiarity with customer service techniques, specifically in managing upset callers.

• Understanding of policies and procedures related to SDU payment processing.

• Knowledge of child support regulations.

• Proficiency in SMI and the state’s child support system.

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

• Capability to interpret, apply, analyze, and clarify laws, procedures, and regulations related to SDU payment processing methods and programs.

• Ability to maintain precise and interconnected records.

• Responsiveness to customer needs in a timely manner.

• Skill in identifying and resolving errors.

• Commitment to working with integrity and ethically.

• Capacity to operate independently with minimal guidance.

• Efficiency in adhering to schedules and deadlines.

• Discretion in handling confidential information.

• Proficient in both oral and written communication.

• Strong interpersonal skills characterized by tact, patience, and courtesy.

• Willingness to work varying schedules and overtime hours as needed.

• Competent data entry abilities including keyboard, mouse, and 10-key pad proficiency.

• Experience and familiarity with Microsoft Word, Excel, and other Windows applications.

• Must be able to work from home in San Antonio, Texas.

🏝️ Benefits

• Work from home.

• Paid training.

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

• Benefits commence after 30 days of employment.

• 401(k) plan.

• Gym Membership Reimbursements.

• Opportunities for career growth.

• A dynamic, enjoyable, and supportive virtual work environment.

• Colleagues who feel like family.