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

SMI is a well-established company recognized as one of the most highly regarded technology producers in the human services field. Operating as a multi-state administrative private company with over 650 employees nationwide, SMI has been family-owned and operated for 54 years, emphasizing a culture of teamwork, dedication, empowerment, and work-life balance. The firm is committed to innovation and excellence, developing state-of-the-art solutions for complex human service operations that aim to support and improve the lives of families. The company prides itself on its family-oriented culture, viewing both employees and clients as part of an extended family and fostering an optimal atmosphere for career growth and achievement. SMI also maintains competitive compensation and benefits, which contribute to a rewarding work environment.

The role of the Customer Service Surge Representative (Work From Home, Full Time) at SMI is essential for managing and resolving complex inquiries related to child support services. This position is a project-specific surge role requiring representatives to work primarily through inbound calls and chats, assisting custodial and non-custodial parents, legal representatives, and state officials. The representative ensures that each customer interaction complies with Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies. The role involves handling intricate case research, executing financial assessments, clarifying legal enforcement actions such as income withholding and license suspensions, assisting with paternity and case initiation, and providing updates on modification statuses.

Additionally, the role requires updating and documenting member information, processing requests for state forms, and managing technical issues within the state’s system that could affect case processing or customer updates. The position demands outstanding customer service skills, attention to detail, and a strong ability to work independently while maintaining teamwork in a fast-paced and deadline-driven environment. Representatives must exhibit strong interpersonal skills, ethical conduct, confidentiality, and proficient communication abilities in both oral and written forms. The work schedule is set from Monday to Friday between 8:00 am and 6:00 pm CT, with candidates required to reside in San Antonio, TX.

The role offers an hourly pay range of $18.00 to $20.00, along with comprehensive perks including work-from-home flexibility, paid training, PTO accrual from day one, benefits effective after 30 days, 401(k) employer contributions after one year, gym membership reimbursements, and career growth opportunities. The company provides the necessary equipment for a seamless remote work experience, fostering a fun, exciting, and supportive virtual work environment where coworkers feel like family. SMI embraces equal employment opportunity and maintains a drug-free workplace, welcoming veterans and spouses. This role is ideal for individuals seeking a meaningful, fulfilling career in a client-focused, dynamic setting dedicated to making a positive impact on families and communities.