Bilingual Customer Service Surge Representative
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Job Description
Bilingual Customer Service Surge Representative responsible for child support inquiries via phone and chat. Emphasizing exceptional service while adhering to regulations and company policies.
Responsibilities:
- Responsible for handling and resolving intricate inquiries 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”.
- Provide exceptional customer service and ensure every interaction follows Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies.
- Conduct case research, execute financial assessments, clarify legal enforcement actions (such as income withholding or license suspensions), assist parents with paternity and case initiation, provide updates on modification statuses,
- Update and document member information, process requests for state forms, document and request actions within the state’s system regarding technical problems that hinder case processing.
Requirements:
- 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.
- Familiarity with Child Support and SDU policies and procedures
- Must be fluent in English and Spanish.
- Must be proficient in data entry skills including keyboard, mouse, and 10-key pad, webcams and have experience and knowledge of software such as Microsoft Word, Excel, and other Windows programs.
- Including CISCO Finesse, COMM100 or Nice InContact.
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
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