Experienced Customer Service Representative - Inbound Call Center - Remote Work from Home Opportunity

Introduction to Systems & Methods, Inc. (SMI)

Systems & Methods, Inc. (SMI) is a renowned technology producer in the human services field, dedicated to developing state-of-the-art solutions for complex human service operations. With a rich history spanning 52 years as a family-owned and operated business, SMI has established itself as a leader in the industry. Our company culture is built on the principles of teamwork, dedication, empowerment, and a strong emphasis on work-life balance, making us an ideal employer for individuals seeking a meaningful and fulfilling career.

Job Overview

We are seeking a highly skilled and motivated Customer Service Representative to join our team in an inbound call center role, working from the comfort of your own home. As a Customer Service Representative, you will be responsible for receiving calls from child support client stakeholders, categorizing calls, recording abusive and/or extraordinary calls, and performing other duties as assigned. If you possess excellent communication skills, a strong understanding of customer service principles, and the ability to work in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Receive and respond to inbound calls from child support client stakeholders in a professional and courteous manner
• Categorize calls according to Standard Operating Procedures and contractual obligations
• Record abusive and/or extraordinary calls, ensuring accurate documentation and follow-up
• Maintain a general understanding of policies and procedures, staying up-to-date on changes and updates
• Provide exceptional customer service, utilizing strong oral and written communication skills
• Exhibit excellent interpersonal skills, using tact, patience, and courtesy in all interactions
• Perform data entry tasks, including keyboard, mouse, and 10-key pad operations, with a minimum typing speed of 35 WPM
• Utilize basic knowledge of Microsoft Office to complete tasks and duties

Essential Qualifications

• High School Diploma or equivalent required
• At least one year of prior experience in an area of service delivery, customer service, call center technology, or a related field
• Equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the position duties
• Proficient in data entry skills, including keyboard, mouse, and 10-key pad operations
• Basic knowledge of Microsoft Office
• Bilingual in English/Spanish preferred

Preferred Qualifications

• Prior experience in a call center or customer service environment
• Knowledge of child support services or related fields
• Experience with remote or virtual work environments
• Strong technical skills, including proficiency in Microsoft Office and data entry software

Skills and Competencies

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple calls and interactions
• Strong attention to detail, ensuring accurate documentation and follow-up
• Ability to maintain confidentiality and handle sensitive information with discretion

Virtual Work Environment and Requirements

To qualify for this remote work from home position, you will need to have a quiet and distraction-free workspace, a reliable high-speed internet connection with a minimum download speed of 50 mbps, and a smartphone with Android OS or iPhone for user authentication. You will also be required to participate in self-directed training, completing modules and attending periodic meetings with your supervisor to discuss progress and address questions.

Compensation and Benefits

We offer a competitive pay rate of $14.00/hr, with opportunities for career growth and advancement. Our benefits package includes:

• Medical, Dental, Vision insurance after 30 days of enrollment for all Full-Time employees
• 401(k) retirement plan
• Paid Time Off (PTO) accrual on your first day
• Health Club Reimbursements
• Career Growth Opportunities
• Exciting, Fun, and Supportive Virtual Work Environment
• Coworkers Who Feel Like Family; We celebrate you!
• We provide your work equipment

Work Schedule and Location

We are seeking candidates who reside in one of the following states: AL, FL, GA, KS, MO, NC, SC, OH, TN, TX, or WV. The work schedule will include full-time day shifts, between 7am CST and 10pm CST, with at least one weekend day required.

Conclusion

If you are a motivated and customer-focused individual seeking a challenging and rewarding career opportunity, we encourage you to apply for this Customer Service Representative position. With a competitive compensation package, comprehensive benefits, and a supportive virtual work environment, SMI is an ideal employer for those looking to grow and develop their skills. Don't miss out on this exciting opportunity to join our team and contribute to our mission of providing exceptional customer service and support.

Ready to Apply?

If you are ready to take the next step in your career, we invite you to apply now. Please submit your application, and we will review it promptly. We look forward to welcoming you to our team!