[Remote] Bilingual Customer Service Representative-SDU-Work From Home-TX ONLY

Note: The job is a remote job and is open to candidates in USA. Systems & Methods, Inc (SMI) is a highly regarded technology producer in the human services field, committed to customer focus and innovation. The Customer Service Representative role involves responding to customer service calls and correspondence, documenting interactions, and processing information according to established procedures. This position requires fluency in English and Spanish, alongside a strong commitment to customer service and operational excellence.

Responsibilities
• Responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements.
• Receiving calls from child support customers and other stakeholders and responding following Standard Operating Procedures and contract requirements.
• Processing correspondence in accordance with Standard Operating Procedures and contract requirements.
• Documenting correspondence and contacts in accordance with Standard Operating Procedures and contract requirements.
• Completing SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements.

Skills
• Fluent in English and Spanish is a must
• 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
• Knowledge of customer service techniques, including how to handle upset callers
• Knowledge of policies and procedures involved in SDU payment processing
• Knowledge of child support policies
• Knowledge of SMI and state client’s child support system
• Knowledge of 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
• Ability to maintain accurate and interrelated records
• Ability to respond promptly to customer needs
• Ability to identify and resolve errors
• Ability to work with integrity and ethically
• Ability to work independently with little direction
• Ability to meet schedules and timelines
• Ability to work confidentially with discretion
• Ability to communicate effectively, both orally and in writing
• Ability to apply interpersonal skills using tact, patience, and courtesy
• Ability to work varied schedules and overtime hours, as necessary

Benefits
• 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

Company Overview
• For more than 50 years, Systems and Methods, Inc. It was founded in 1971, and is headquartered in Carrollton, Texas, USA, with a workforce of 501-1000 employees. Its website is http://smi-inc.com/.