Customer Service Surge Representative - Work From Home:MUST LIVE IN SAN ANTONIO, TX

SMI is a prominent technology company that specializes in producing innovative solutions specifically designed for the human services sector. With over 54 years of experience as a family-owned and operated business, SMI has built a reputation grounded in dedication, customer focus, and technological advancement. Serving families through the development of state-of-the-art systems and product lines, the company has established itself as a leader in the industry, operating with a multi-state presence and a robust staff of over 650 employees across the United States. At SMI, the culture is deeply rooted in teamwork, empowerment, and a commitment to maintaining a healthy work-life balance, fostering an environment where employees can thrive and grow professionally. The company places a strong emphasis on innovation, expecting team members to continually contribute ideas that drive the company forward while maintaining exceptional service standards for their clients.

The role in question is that of a Customer Service Surge Representative, offered as a full-time work-from-home position based in San Antonio, Texas, providing a competitive hourly rate of $20.00. This role demands a professional skilled in handling complex inquiries related to child support services, notably during surge periods tied to project-specific workloads. The Representative will directly interact with custodial and non-custodial parents, legal representatives, and state officials, managing communications via inbound calls and chats. Their responsibilities include conducting detailed case research, explaining financial assessments, clarifying legal enforcement actions such as income withholding or license suspensions, assisting with paternity cases and case initiations, and managing updates on modification requests. It also involves processing requests, documenting state form submissions, and escalating technical problems within the state's system to ensure case processing is not disrupted. A clear understanding of Federal Title IV-D regulations, state privacy laws, and company policies is critical for this position. The role requires excellent customer service skills, strong attention to detail, and the ability to work independently within a fast-paced, deadline-driven environment, making it both challenging and rewarding for the right candidate. Additionally, SMI supports its employees comprehensively by offering equipment for work, paid training, and benefits effective shortly after employment begins, alongside opportunities for career advancement, all within an engaging and supportive virtual workspace where coworkers treat each other like family.