Bilingual Customer Service Surge Representative

Systems & Methods, Inc. (SMI)

Bilingual Customer Service Surge Representative responsible for child support inquiries via phone and chat. Emphasizing exceptional service while adhering to regulations and company policies.

Posted 7/1/2026full-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 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, 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, document and request actions within the state’s system regarding technical problems that hinder 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.
Familiarity with Child Support and SDU policies and procedures
Must be fluent in English and Spanish.
Must be proficient in data entry skills including keyboard, mouse, and 10-key pad, webcams and have experience and knowledge of software such as Microsoft Word, Excel, and other Windows programs.
Including 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 EntryCase ResearchFinancial AssessmentLegal Enforcement ActionsPaternity AssistanceModification Status Updates

Soft Skills

Exceptional Customer ServiceProblem SolvingCommunication