Customer Service Surge Representative

Job not on LinkedIn

🔥 4 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $20 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Systems & Methods, Inc. (SMI)

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1971

💼 Consulting

📦 Logistics

💳 Fintech

Consulting • Logistics • Fintech

Systems & Methods, Inc. (SMI) is a family-led business dedicated to enhancing the quality of life for families through innovative financial solutions. For over 50 years, SMI has provided critical funds to families by developing custom disbursement systems that cater to the unique needs of state and local agencies across the U. S. By leveraging advanced technology and a relationship-focused approach, SMI excels in delivering precise payment processing and comprehensive financial management services. Their offerings include child support processing, prepaid cards, and online banking solutions designed to ensure security, flexibility, and user-friendly experiences for individuals and families.

📋 Description

• Handle and resolve 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 while following Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies • Conduct case research and financial assessments • Clarify legal enforcement actions, including income withholding and 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 in the state system regarding technical problems that hinder case processing • Provide customers with updates on ongoing incident statuses • Perform other duties as assigned

🎯 Requirements

• High school diploma or equivalent required • Minimum of two years of previous experience in service delivery, customer service, call center technology, or a related field • Equivalent combination of education and experience may qualify • Must be fluent in English • Knowledge of customer service techniques • Familiarity with child support and SDU policies and procedures • Knowledge of record-keeping techniques • Knowledge of modern office practices, procedures, and equipment • Ability to pay attention to detail • Ability to accurately key data • Ability to work independently with little direction and as a team member in a fast-paced environment • Ability to work extended and flexible hours to meet strict deadlines • Ability to conduct oneself ethically and with integrity • Strong interpersonal skills, including tact, patience, and courtesy • Ability to maintain confidentiality with discretion • Effective oral and written communication skills • Proficiency in data entry using keyboard, mouse, and 10-key pad • Experience with webcams • Experience and knowledge of Microsoft Word, Excel, and other Windows programs • Experience and knowledge of CISCO Finesse, COMM100, or Nice InContact

🏖️ Benefits

• Work-from-home arrangement • Employer-provided equipment • Paid training • Set schedule: Monday–Friday between 8:00am CT and 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 • Career growth and training • Volunteerism and mentorship opportunities