Customer Service Representative-SDU-Work From Home-MUST LIVE IN SAN ANTONIO TX

Systems & Methods, Inc (SMI) is a highly regarded technology producer in the human services field, committed to customer focus and innovation. The Customer Service Representative role involves responding to calls and correspondence related to child support services while adhering to established procedures.

Responsibilities:

• Responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements
• Receives calls from child support customers and other stakeholders and responds following Standard Operating Procedures and contract requirements
• Processes correspondence in accordance with Standard Operating Procedures and contract requirements
• Document correspondence and contacts in accordance with Standard Operating Procedures and contract requirements
• Completing SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements

Requirements:

• Knowledge of customer service techniques, including how to handle upset callers
• Knowledge of policies and procedures involved in SDU payment processing
• Knowledge of child support policies
• Knowledge of SMI and state client's child support system
• Knowledge of modern office practices, procedures, and equipment
• Ability to interpret, apply, analyze, and explain laws, procedures, and regulations pertaining to SDU payment processing procedures and programs
• Ability to maintain accurate and interrelated records
• Ability to respond promptly to customer needs
• Ability to identify and resolve errors
• Ability to work with integrity and ethically
• Ability to work independently with little direction
• Ability to meet schedules and timelines
• Ability to work confidentially with discretion
• Ability to communicate effectively, both orally and in writing
• Ability to apply interpersonal skills using tact, patience, and courtesy
• Ability to work varied schedules and overtime hours, as necessary
• High school diploma or equivalent and at least one year prior experience in an area of service delivery, customer service, call center technology, or other related field or an equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work
• Must be proficient in data entry skills including keyboard, mouse, and 10-key pad and have experience and knowledge of software such as Microsoft Word, Excel, and other Windows products
• Fully Spanish/English bilingual