Child Care Customer Support Specialist (ECECD #69666)

State of New Mexico; Rio Rancho (NM); On-site; USD 38,000 - 52,000; Full time

Job summary

State of New Mexico is hiring for an information and eligibility position to support families and child care providers. The role handles inbound inquiries, guides applicants through benefits and eligibility steps, and ensures accurate data entry and case updates in real time.

The successful candidate will communicate clearly, adhere to program rules, and strive to resolve questions on the first call. Some travel or office-based work may be required.

Qualifications

• High School diploma or Equivalent and one (1) year of women, infant, and children (WIC) experience, customer service, office administration, or government assistance programs such as welfare, unemployment benefits, social security benefits and/or public housing. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling one (1) year may substitute for the required experience.

Responsibilities

• Answer inbound calls from New Mexico families, child care providers, and other stakeholders.
• Guide callers to appropriate early childhood services, community resources, or other state agencies when inquiries fall outside the CCA program.
• Explain eligibility criteria, application requirements, payment processes, and applicants' rights.
• Update case notes, enter data, and process case changes in real time while speaking with the client.
• Assist with determining eligibility for starting or continuing benefits and resolve routine issues on the first call where possible.
• Complete actions to approve, modify, deny, or terminate assistance as required.

Skills

Customer service

Data entry

Phone etiquette

Education

High School diploma or equivalent

Job description

Posting Details

VISION: All New Mexico families and young children are thriving.

MISSION: Optimize the health, development, education, and well-being of babies, toddlers, and preschoolers through a family-driven, equitable, community-based system of high-quality prenatal and early childhood programs and services.

The Early Childhood Education and Care Department was established on July 1, 2020. The Department’s aim is to create a more cohesive, equitable, and effective early childhood system in New Mexico. That means coordinating a continuum of programs from prenatal to five and ensuring that families in every corner of the state can access the services they need.

Interviews will be conducted within two weeks of closing date.

Why does the job exist?

This position is designed to balance service with compliance. Public benefit and eligibility programs must remain accessible to the community while also upholding fairness, meeting regulatory requirements, and ensuring that benefits are issued only to those who qualify. By improving the efficiency of the caller experience and strengthening organizational reliability, this position supports both priorities.

How does it get done?

This position is responsible for answering inbound calls from New Mexico families, child care providers, and other stakeholders. The role includes training and directing callers to appropriate early childhood services, community resources, or other state agencies when inquiries fall outside of the Child Care Assistance (CCA) program. The position responds to applicant questions about benefits and claim procedures and conducts live-call interviews, reviewing forms, documents, and case information to help determine eligibility for starting or continuing benefits. It interprets and explains eligibility criteria, application requirements, payment processes, and applicants legal rights. The role also clarifies program rules and required steps, guiding callers through next actions and resolving routine issues on the first call whenever possible. This position works to resolve as many concerns as possible during the call, minimizing the need for transfers or callbacks. Responsibilities include completing actions to approve, modify, deny, or terminate assistance and updating case notes, entering data, and processing case changes in real time while speaking with the client.

Who are the customers?

Child Care Providers and New Mexico Families

Ideal Candidate

Child Care Providers and New Mexico Families

Minimum Qualification

High School diploma or Equivalent and one (1) year of women, infant, and children (WIC) experience, customer service, office administration, or government assistance programs such as welfare, unemployment benefits, social security benefits and/or public housing. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling one (1) year may substitute for the required experience.

Employment Requirements

Must possess and maintain a valid Driver’s License. Pre-employment background investigation is required and is conditional pending results.

Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some sitting, standing, bending, and reaching may be required. Direct client interaction and some travel may be required.

Supplemental Information

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Agency Contact Information: HR Services [phone] Hiring Manager is Michelle Spencer Email

Bargaining Unit Position

This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.