Customer Service Surge 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 concerning child support services during a project-specific increase in demand.

• Deliver outstanding customer service while adhering to Federal Title IV-D regulations, state privacy laws, established operating procedures, and company policies.

• Perform case research and financial evaluations.

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

• Assist parents with paternity matters and case initiation.

• Offer updates on modification statuses.

• Update and document member information accurately.

• Process requests for state forms efficiently.

• Record and request actions in the state system concerning technical issues that impede case processing.

• Provide customers with updates regarding ongoing incident statuses.

• Carry out additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent is required.

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

• A combination of education and experience equivalent may be acceptable.

• Must be fluent in English.

• Understanding of customer service techniques.

• Familiarity with child support and SDU policies and procedures.

• Knowledge of record-keeping practices.

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

• Strong attention to detail.

• Ability to accurately enter data.

• Capability to work independently with minimal guidance and collaboratively in a fast-paced environment.

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

• Demonstrated ethical conduct and integrity.

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

• Ability to maintain confidentiality with discretion.

• Proficient in oral and written communication skills.

• Skilled in data entry using a keyboard, mouse, and 10-key pad.

• Experience with webcams.

• Proficient in Microsoft Word, Excel, and other Windows applications.

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

🏝️ Benefits

• Work-from-home arrangement.

• Employer-provided equipment.

• Paid training.

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

• Accrue PTO starting from day 1.

• Benefits effective after 30 days of employment.

• 401(k) employer contribution after one year.

• Gym membership reimbursements.

• Opportunities for career growth.

• Exciting, fun, and supportive virtual work environment.

• Coworkers who feel like family.

• Career development and training.

• Opportunities for volunteerism and mentorship.