Customer Service Representative

Customer Service Representative

Veritas HHS seeks a Customer Service Representative for New Hanover County Child Support Services office located in Wilmington, NC.

Veritas-HHS provides consulting and operational expertise to health and human services agencies at the state and county levels. We bring together experienced and sophisticated subject matter experts to help solve the many challenges of providing better and more efficient services in a time of rapidly evolving policies and delivery systems.

Our company culture is driven by our mission and core values. Placing our people at the forefront of everything we do is the backbone to our success and why people really enjoy working for Veritas-HHS. Here's our mission and core values.

• Mission – Do socially useful work, have fun, and prosper.
• Core Values – Integrity, innovation and creativity, quality of work, and customer service/teamwork.

Benefits we offer:

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• STD, LTD
• Life Insurance
• Employee Assistance Program
• Paid Time Off
• Volunteer Time Off
• Rewards Program
• On-Demand Pay

About the Position:

The Customer Service Representative provides customer services to customers and stakeholders who contact the office by phone. The Customer Service Representative is expected to work effectively with a wide range of customers from diverse communities. This position is the first line of customer service for customers who call the office. The Customer Service Representative utilizes a variety of computer programs including the State child support system and the office imaging solution. Flexibility, exceptional communication skills and commitment to process improvement are key for the position. The position reports to the Team Leader.

Primary Responsibilities:

• Responds to a high volume of inquiries from child support customers by using available resources.
• Identifies and assists in finding solutions to any problems the child support customer may have.
• Refers cases to the Child Support Case Manager for action, as appropriate.
• Verifies existing case data on the automated system to ensure correct case processing.
• Conducts outbound telephone calls as assigned.
• Explains action or non-action regarding a customer's case.
• Uses established customer service practices to resolve complaints.
• Educates and directs the customer to available programs, services and resources that promote self-sufficiency.
• Documents all inquiries and responses according to defined procedures.
• Contributes to the Office's productivity goals and completes appropriate follow-up work as needed.
• Performs other duties of similar nature or level as required

Requirements:

• Preferred - An Associate's Degree in a behavioral science or human service discipline and one year of customer experience.
• High school graduate or equivalent combined with a minimum of one year experience in customer service including extensive public contact.
• Experience with Microsoft Office products and operating a personal computer
• A commitment to providing superior customer service, excellent communication skills, both verbally and in writing, and the ability to interact positively and objectively with clients from a wide range of cultural and socio-economic backgrounds are essential

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualification associated with the position. Incumbents are held accountable for all duties of the position.