Systems & Methods, Inc. (SMI)

SMI is one of most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex

human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. With over 40 years as a family-owned business, SMI considers its employees part of an extended family. Our culture is one of team work, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement, while remaining competitive in terms of compensation and benefits. We are a multi-state operations and administrative private company with a staff of over 300 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.

Position Overview

The Customer Service Representative is responsible for receiving calls from child support client stakeholders in accordance with Standard Operating Procedures and contractual obligations; categorize all calls received in one of the categories provided; record any abusive and/or extraordinary calls; and be responsible for other duties as assigned.

Required Skills:

Ability To:

Interpret, apply, analyze and explain laws, procedures and regulations pertaining to SDU payment processing procedures and programs (training provided)

Maintain accurate and interrelated records

Respond promptly to customer needs

Identify and resolve errors

Work with integrity and strongly positive ethics

Work independently with little direction

Meet schedules and time lines

Work confidentially with discretion

Communicate effectively both orally and in writing

Work competently on a computer using communication and documentation software

Work varied schedules and overtime hours as necessary

Required Experience:
  • High School Diploma or equivalent required
  • At least one year prior experience in an area of service delivery, customer service, call center technology, or related field. Will accept equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the position duties
  • Must be proficient in data entry skills including keyboard, mouse and 10 key pad
  • Must be able to type a minimum of 35 WPM. A typing test will be administered during the interview process
  • Basic knowledge of Microsoft Office

We are an Equal Opportunity Employer. We are a Drug Free Workplace.