Customer Experience Associate III

About the role

As a Customer Service Representative III, you will assist customer associates I and II’s, employers, child support recipients, and non-custodial parents by providing accurate information regarding child support payments, debit card transactions, account activity, and dispute processes. In addition to handling escalated customer inquiries, you will act as a subject matter expert, providing guidance and support to Customer Service Representatives while helping supervisors manage daily operations.

Responsibilities

• Assist with inbound calls regarding account questions, concerns, and escalations as needed.
• Handle escalated inbound calls related to child support benefits, payments, and account concerns.
• Assist customers with inquiries regarding deposits, payment history, account balances, escalations, and general program information.
• Research and resolve complex customer issues while maintaining compliance with state and federal regulations.
• Complete supervisor call-backs, escalations and follow-up activities to ensure timely issue resolution.
• Provide real-time coaching and support to agents through chat and floor assistance.
• Serve as a resource for representatives by answering questions, providing procedural guidance, and assisting with difficult customer interactions.
• Enter and document case notes accurately within applicable systems.

Requirements

• Must be at least 18 years old.
• High school diploma or GED required.
• Minimum of 1 year of experience in a call center, customer service, banking, financial services, government benefits, or a related customer-facing environment.
• Excellent communication, organizational, and problem-solving skills.
• Must successfully pass a background check and drug screening.

Benefits

• Benefits effective Day One (medical, dental, vision for eligible employees)
• Paid training
• Paid time off and holidays
• Career growth opportunities
• Supportive and inclusive work environment

Pay

$19.00/hour

Schedule

Based on business needs, shifts may be scheduled between 8:00 AM and 7:00 PM, Monday through Friday.

Availability Required: 8:00am-5:00pm or 10:00am-7:00pm (Monday-Friday)