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Customer Service Representative

Position Description: The Customer Service Representative provides customer services to customers and stakekholders who contact the office by phone. The Customer Service Representative is expected to work effectively with a wide range of customers from  diverse communities. This position is the first line of customer service for customers who call the office.  The Customer Service Representative utilizes a variety of computer programs including the State child support system and the office imaging solution.  Flexibility, exceptional communication skills and commitment to process improvement are key for the position. The position reports to the Team Leader.

Primary Responsibilities

  • Responds to a high volume of inquiries from child support customers by using available resources.
  • Identifies and assists in finding solutions to any problems the child support customer may have. 
  • Refers cases to the Child Support Case Manager for action, as appropriate.
  • Verifies existing case data on the automated system to ensure correct case processing.
  • Conducts outbound telephone calls as assigned.
  • Explains action or non-action regarding a customer’s case.
  • Uses established customer service practices to resolve complaints.
  • Educates and directs the customer to available programs, services and resources that promote self-sufficiency.
  • Documents all inquiries and responses according to defined procedures.
  • Contributes to the Office's productivity goals and completes appropriate follow-up work as needed.
  • Performs other duties of similar nature or level as required

Qualifications

  • Preferred - An Associate's Degree in a behavioral science or human service discipline and one year of customer experience. 
  • High school graduate or equivalent combined with a minimum of one year experience in customer service including extensive public contact.
  • Experience with Microsoft Office products and operating a personal computer
  • A commitment to providing superior customer service, excellent communication skills, both verbally and in writing, and the ability to interact positively and objectively with clients from a wide range of cultural and socio-economic backgrounds are essential

Veritas HHS provides consulting and operational expertise to health and human services agencies at the state and county levels. Veritas HHS brings together experienced and sophisticated subject matter experts to help solve the many challenges of providing better and more efficient services in a time of rapidly evolving policies and delivery systems.

Learn about Veritas HHS at www.veritas-hhs.com.

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