Customer Service Surge Representative

Systems & Methods, Inc. (SMI)

Customer Service Surge Representative at SMI handling child support inquiries via phone and chat. Responsible for facilitating exceptional customer service during project-specific surges while adhering to regulations.

Posted 5/15/2026full-timeRemote • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $20 per hourWebsite

About the role

Key responsibilities & impact

Responsible for handling and resolving intricate inquiries received through inbound calls and chats
Provide exceptional customer service during a project-specific "surge"
Ensure every interaction follows Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies
Conduct case research, execute financial assessments, clarify legal enforcement actions, assist with paternity and case initiation
Provide updates on modification statuses, document member information, and process requests for state forms

Requirements

What you’ll need

High school diploma or its equivalent required
Minimum of two years of previous experience in service delivery, customer service, call center technology, or related field
Knowledge of customer service techniques
Familiarity with Child Support and SDU policies and procedures
Techniques for record keeping
Modern office practices, procedures and equipment
Ability to work independently with little direction and as a team member
Strong attention to detail
Must be fluent in English
Proficient in data entry and software such as Microsoft Word, Excel, and other Windows programs

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 researchrecord keepingcustomer service techniques

Soft Skills

attention to detailindependent workteam collaborationcommunication

Certifications

high school diploma