Customer Service Surge Representative

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CUSTOMER SERVICE SURGE REPRESENTATIVE-Work From Home-(Full Time)

SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. In our 54th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.

Job Summary:

Responsible for handling and resolving intricate inquires 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”. This role requires representatives to provide exceptional customer service and ensure every interaction follows Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies. Other duties, as assigned.

Key Functions/ Basic Duties:

Customer Service Surge Representatives are responsible for handling a wide range of intricate issues, which encompass, but are not limited to, the following: conducting case research, executing financial assessments, clarifying legal enforcement actions (such as income withholding or license suspensions), assisting parents with paternity and case initiation, providing updates on modification statuses, updating and documenting member information, as well as processing requests for state forms.

Furthermore, documenting and requesting actions within the state’s system regarding technical problems that hinder case processing and the capacity to provide updates to customers inquiring about the status of an ongoing incident.

Desired Knowledge and Abilities:

Knowledge of:

• Customer service techniques
• Familiarity with Child Support and SDU policies and procedures
• Techniques for record keeping
• Modern office practices, procedures and equipment

Ability to:

• Pay attention to detail
• Accurately key data
• Work independently with little directions and as a team member, thriving in a fast-paced environment
• Work extended and flexible hours to meet strict deadlines. 
• Conduct oneself ethically and with integrity
• Exhibit strong interpersonal skills, including tact, patience, and courtesy
• Maintain confidentiality with discretion
• Communicate effectively in both oral and in written forms

Education and/ or Experience:

High school diploma or its equivalent is required, along with a minimum of two years of previous experience in service delivery, customer service, call center technology, or a related field.

OR

An equivalent combination of education and experience that equips an individual with the necessary knowledge, skills, and abilities to carry out the responsibilities of the position.

Language Skills:

Must be fluent in English

Computer Skills:

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. Also, including CISCO Finesse, COMM100 or Nice InContact.

Hourly Rate: $20.00

Must reside in San Antonio, TX for consideration

Perks:

• 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

We are an Equal Opportunity Employer. We are a Drug Free Workplace. #WeHireVets-Spouse #WelcomeVets