Customer Service Representative

Job Title

Case Initiation, Customer Service, and Case Processing - Perform routine to complex case initiation and child support technical support for the ICSS Program in the ChAMP System. Research court orders, process INFGs and CEIGs, ensure all members have only one identification number, and open full-service cases within five (5) business days and registry-only cases within two (2) business days of notification. Respond to moderately complex telephone inquiries regarding child support and parenting time cases. Answer and screen customer calls courteously, following departmental procedures. Provide case status updates, payment information, explain policies and procedures, and refer clients to appropriate agencies or staff as needed. Conduct outreach to noncustodial parents, custodial parents, attorneys, and customers via phone, email, DocuSign, or mail. Enter, update, and retrieve case information using the ChAMP System. Conduct introductory calls and generate pay records upon request.

Case Monitoring, Eligibility Review, and Database Management - Review incoming applications, determine eligibility, and initiate cases while ensuring quality control standards are met. Review DEEDS, TIERS, and other databases, to identify necessary data and maintain accurate case records and documentation. Notify appropriate departments of case status and assigned case numbers within required time frames.

Document Preparation, Scanning, and Mail Processing - Prepare, assemble, scan, index, and upload documents in accordance with Enterprise Content Management (ECM) guidelines. Verify case information and ensure documents are properly linked and assigned within ChAMP. Process all incoming and outgoing mail and faxes daily, including sorting, scanning, indexing, stamping, and distributing per policy. Monitor postage meter to maintain an adequate balance. Ensure all paper documents have been properly scanned, available in ChAMP, and shred when appropriate. Retrieve unidentifiable state-level documents and assign to appropriate staff for review.

Task Tracking, Reporting, and File Management - Maintain and update spreadsheets and reports daily to track case progress, overdue tasks, and timely processing requirements. Prepare routine and periodic reports for management as assigned and perform other related duties necessary to support office operations. Route and distribute case files according to departmental procedures.

Administrative Support and Documentation - Prepare correspondence and emails. Deliver or retrieve documents from the Domestic Relations Office and other County departments and buildings, as needed. Maintain a clean, organized reception area and ensure the lights are on and entrance door is unlocked during office hours. Monitor customer behavior in waiting area to ensure a professional environment. Record specific daily data on customer's requests, appointments, and referrals. Thoroughly document all case activities in ChAMP while following documentation standards and confidentiality requirements.

Requirements

All applicants must register and take the HRT Clerical Skills Test and score a minimum of 80%.

High School Diploma or G.E.D. equivalent from an accredited educational institution.

Two (2) years full-time customer service, receptionist, secretarial or child support experience required.

Proficient use of Microsoft Office applications.

Ability to learn and become proficient in various software and web applications.

Ability to work alone and as a team player.

Excellent time management skills.

Accurate data entry skills.

Attentive to details.

Consistent and reliable attendance.

General Information

Register Online for the HRT Clerical Skills Test using the following link:

Position Type and Typical Hours of Work: Regular Full-time Monday - Friday Eight (8) hours a day Start time is between 7:30 a.m. and 8:00 a.m.

Salary: $22.44 Hourly Based on 26 Pay Periods Plus, benefits

Benefits

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.

The following benefits are offered only to Harris County employees in regular (full-time) positions:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-Term Disability (LTD) Insurance
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account

Paid Time Off (PTO)

• Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
• Eleven (11) County-observed holidays
• One (1) floating holiday per year
• Paid Parental Leave*
• Sick Leave

Retirement Savings Benefit

• 457 Deferred Compensation Plan

The following benefits are available to Harris County employees in full-time and select part-time positions:

• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*
• METRO RideSponsor Program*

* Participation may vary by County department.