Customer Service Surge Representative

Systems & Methods, Inc. (SMI)

Customer Service Surge Representative handling inquiries through inbound calls and chats about child support services. Requires exceptional customer service skills to comply with legal and company policies.

Posted 4/30/2026full-timeRemote • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $18 - $20 per hourWebsite

About the role

Key responsibilities & impact

Responsible for handling and resolving intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials regarding child support services during a project-specific “surge”
Provide exceptional customer service and ensure every interaction follows Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies
Conduct case research and execute financial assessments
Clarify legal enforcement actions such as income withholding or license suspensions
Assist parents with paternity and case initiation
Provide updates on modification statuses
Update and document member information
Process requests for state forms and document technical problems hindering case processing

Requirements

What you’ll need

High school diploma or its equivalent is required
Minimum of two years of previous experience in service delivery, customer service, call center technology, or a related field
Must be fluent in English
Proficient in data entry skills including keyboard, mouse, and 10-key pad
Experience and knowledge of software such as Microsoft Word, Excel, and other Windows programs
Familiarity with CISCO Finesse, COMM100 or Nice InContact

Benefits

Comp & perks

We provide the equipment
Work from home!
Paid training
Set schedule: Monday - Friday between 8:00am CT- 6:00pm CT
Accrue PTO starting day 1
Benefits effective after 30 days of employment
401(k) - Employer contribution after 1 year
Gym Membership Reimbursements
Career Growth Opportunities
Exciting, Fun and Supportive Virtual Work Environment
Coworkers Who Feel Like Family

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data entryfinancial assessmentscase researchlegal enforcement actionspaternity assistancecase initiationmodification status updates

Soft Skills

customer servicecommunicationproblem-solving

Certifications

high school diploma