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CUSTOMER SERVICE REPRESENTATIVE-Work From Home-(Full Time)

SMI is one of the 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. In our 54th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, 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 multi-state operation and administrative private company with a staff of over 650 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 and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.

Position Overview 

Customer Service Representatives are responsible for responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements and other duties, as assigned. This position receives calls from child support customers and other stakeholders and responds following Standard Operating Procedures and contract requirements, processes correspondence in accordance with Standard Operating Procedures and contract requirements. Customer Service Representatives document correspondence and contacts in accordance with Standard Operating Procedures and contract requirements and are responsible for completing SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements.

Required Skills:

Knowledge of:

• Customer service techniques, including how to handle upset callers

• Policies and procedures involved in SDU payment processing

• Child support policies

• SMI and state client’s child support system

• Modern office practices, procedures, and equipment

Ability to:

• Interpret, apply, analyze, and explain laws, procedures, and regulations pertaining to SDU payment processing procedures and programs

• Maintain accurate and interrelated records

• Respond promptly to customer needs

• Identify and resolve errors

• Work with integrity and ethically

• Work independently with little direction

• Meet schedules and timelines

• Work confidentially with discretion

• Communicate effective, both orally and in writing

• Apply interpersonal skills using tact, patience, and courtesy

• Work varied schedules and overtime hours, as necessary

Required Experience:

• High school diploma or equivalent and at least one year prior experience in an area of service delivery, customer service, call center technology, or other related field or an equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work

• Must be proficient in data entry skills including keyboard, mouse, and 10-key pad and have experience and knowledge of software such as Microsoft Word, Excel, and other Windows products

Pay rate is $14.15/hr - Higher rate if fully Spanish/English bilingual

Perks:

• Work from home!
• Paid training!
• Set schedule: Monday - Friday between 8:00am CT- 6:00pm CT 
• Benefits effective after 30 days of employment
• 401(k)
• Gym Membership Reimbursements
• Career Growth Opportunities
• Exciting, Fun and Supportive Virtual Work Environment
• Coworkers Who Feel Like Family

We are an Equal Opportunity Employer. We are a Drug Free Workplace. #WeHireVets-Spouse #WelcomeVets