Responsible for handling and resolving 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 and ensure every interaction follows Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies.
Conduct case research, execute financial assessments, clarify legal enforcement actions (such as income withholding or 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 within the state’s system regarding technical problems that hinder case processing.

High school diploma or its equivalent is required
Minimum of two years of previous experience in service delivery, customer service, call center technology, or a related field.
Familiarity with Child Support and SDU policies and procedures
Must be fluent in English and Spanish.
Must be proficient in data entry skills including keyboard, mouse, and 10-key pad, webcams and have experience and knowledge of software such as Microsoft Word, Excel, and other Windows programs.
Including CISCO Finesse, COMM100 or Nice InContact.

Bilingual Customer Service Surge Representative

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