Customer Service Representative ( Sdu1)

CUSTOMER SERVICE REPRESENTATIVE - SDU
Systems & Methods, Inc. (SMI)

SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. In our 51st year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.

Position Overview

The Customer Service Representative is responsible for receiving and responding to calls and correspondence from child support clients in accordance with Standard Operating Procedures and contractual obligations. The essential job duties include, but are not limited to:

• Researching and processing all correspondence received by email, fax and mail
• Effectively redirecting callers to the appropriate area/agency when necessary
• Providing callers with accurate account information and educating them on appropriate policies and procedures
• Communicating client concerns and feedback to management
• Answering incoming calls in a timely manner
• Maintaining knowledge of procedures and systems

• Proven oral and written communications skills
• Capable of handling high call volumes
• Must possess excellent customer service skills
• Bilingual in Spanish
• Possess the ability to deliver bad news effectively
• Possess the ability to diffuse upset customers
• Maintain the ability to work under pressure and effectively multi-task between calls and correspondence
• Exhibit excellent interpersonal skills using tact, patience and courtesy

Experience:

• Must be proficient in data entry skills including keyboard, mouse and 10 key pad
• Basic knowledge of Microsoft Windows and Office
• At least one year prior experience in an area of service delivery, customer service, call center technology, or related field. Will accept equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the position duties
• High School Diploma or equivalent required

We are an Equal Opportunity Employer. We are a Drug-Free Workplace.

*This is a work-from-home opportunity. Some training will be required in the office located in Carrollton, GA.*

IND1