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. Inbound Call Center – The Agent is responsible for responding to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call.

Responsibilities

• Address and research customer inquiries and provide appropriate and accurate information.
• Reset personal identification of callers unable to self-serve in the Interactive Voice Response system.
• Gather information, research, resolve inquiries, and appropriately document customer calls.
• Read and interpret documents on file.
• Understand and retain a large amount of information.
• Answer questions on various issues such as child support payments history and account histories.
• Communicate appropriate options for resolution promptly.
• Review the customer needs and inform customers of services and resources available to them.

Requirements

• 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

Qualifications

• Ability to read and interpret documents on file.
• Understand and retain a large amount of information.
• Associates should have the skills to answer and respond professionally to escalate calls, should they arise.

Skills

• Excellent communication skills
• Strong problem-solving abilities
• Ability to work independently and as part of a team

Benefits

• Full benefit options including health insurance coverage, dental and vision programs, life and disability insurance, retirement savings plan, paid holidays, and PTO or vacation and/or sick time.

Pay

$16.50/17.50 hour, which may be below your state's minimum wage. Please take this into consideration when applying.

Schedule

Full-time schedule (40 hrs. a week)

Benefits

• PerkSpot
• Retirement savings plan
• Paid holidays
• Paid time off (PTO or vacation and/or sick time)

Pay Transparency

Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

Equal Opportunity Employer

We are an Equal Opportunity Employer and consider applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.