Handle inquiries for the New Jersey Department of Human Services Office of Child support via inbound calls
Respond to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call
Answer questions on various issues such as child support payments history and account histories
Reset Personal identification of callers unable to self-serve in the Interactive Voice Response system
Gather information, research/resolves inquiries, and appropriately document customer calls
Understand and retain a large amount of information
Answer and respond professionally to escalate calls
Communicate appropriate options for resolution promptly
Review customer needs and inform customers of services and resources available to them

High School diploma or GED
Background and drug screening required
2 years of high-volume call center or Customer Service experience
Computer system experience with data entry, database documentation knowledge
Typing WPM 30
Two screens/monitors are required
Having your own equipment (PC) Mac is not compatible
Internet speed
Your internet speed must be at least 400 Mbps
Device Specifications of your laptop: Intel Core i5 or higher; AMD Ryzen 5 5000 or higher; 14” screen or higher required (External 20” or higher recommended)
Running Windows 10 OS 64 bit
Memory (RAM) requirements of the computer should be at a minimum of 8 GB, recommended 16 GB
Ethernet cable, 50 feet or longer

Child Support Call Center Agent

About this role