Customer Service Representative
You’ll support child support clients by handling inbound calls and written correspondence, providing accurate account information, and guiding people through the right policies and procedures. This role requires strong attention to detail, confidentiality, and the ability to interpret program rules related to SDU payment processing while keeping records accurate and resolving issues quickly.
Key Responsibilities
• Answer incoming calls promptly and professionally.
• Provide accurate account details and clearly explain policies, procedures, and next steps.
• Redirect callers to the appropriate department/agency when needed and ensure smooth handoffs.
• Research, process, and respond to correspondence received via email, fax, and mail.
• Maintain up-to-date knowledge of systems, workflows, and SOPs.
• Interpret and explain relevant laws, procedures, and regulations tied to SDU payment processing.
• Document interactions and maintain accurate, interrelated records.
• Identify errors, investigate root causes, and resolve issues or escalate appropriately.
• Communicate recurring client concerns and feedback to management to improve service quality.
• Handle sensitive information with integrity, discretion, and confidentiality.
• Meet schedules and timelines consistently, including varied shifts and overtime when required.
Ideal Candidate
• High school diploma (or equivalent) plus at least 1 year of experience in customer service, service delivery, or a call center environment (or an equivalent combination of education and experience).
• Strong verbal and written communication skills with tact, patience, and courtesy.
• Comfortable working independently with minimal supervision and managing multiple priorities.
• Strong data entry skills (keyboard, mouse, 10-key) and familiarity with Microsoft Word, Excel, and other Windows applications.
• Reliable home setup: private workspace, space for equipment, and high-speed internet.
• Able to pass a background check and drug test.
Perks
• Work from home.
• Paid training.
• Bi-annual performance bonuses for eligible CSRs.
• Health club reimbursements.
• Technology assistance.
• Career growth opportunities.
• Supportive virtual team culture.
