Child Support Call Center Agent

About the role

The Customer Care Associate will handle inquiries for the New Jersey Department of Human Services Office of Child support and the services it provides via inbound calls. While speaking with the Customer on the phone, CSRs will address and research customer inquiries and provide appropriate and accurate information.

Responsibilities

• Responds to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call.
• Addresses and researches customer inquiries on various issues such as child support payments history and account histories.
• Resets personal identification of callers unable to self-serve in the Interactive Voice Response system.
• Gathers information, resolves inquiries, and appropriately documents customer calls.
• Reads and interprets documents on file. Understands and retains a large amount of information.
• Answers questions and escalates calls if necessary, providing appropriate options for resolution.
• Communicates with customers about services and resources available to them.

Requirements

• High School diploma or GED
• Background and drug screening required
• Able to type at a speed of 30 WPM
• Able to operate dual monitors and navigate different software applications
• Two years of Call center/Customer service experience
• Able to work onsite in Hamilton, NJ

Qualifications

Associates should have the skills to answer and respond professionally to escalate calls, should they arise.

Skills

• Excellent communication skills
• Ability to read and interpret documents
• Strong problem-solving abilities
• Attention to detail

Benefits

• Paid training program
• Full benefits package (including PerkSpot)
• Health insurance coverage
• Voluntary dental and vision programs
• Life and disability insurance
• Retail savings plan
• Paid holidays
• Paid time off (PTO) or vacation and/or sick time

Pay

$17.50 (Non-Bilingual) $18.50 (Bilingual) per hour pay rate (bi-weekly pay).

Schedule

Full-time schedule (40 hrs. a week)