Child Support Call Center Agent

Conduent; East Lansing (MI); Hybrid; USD 20,000 - 29,000; Full time

Benefits offered by this job

Competitive pay

Benefits from day one (medical, dental

PTO and holidays

Paid training

Career growth

Inclusive environment

Job summary

Conduent is hiring a Child Support Call Center Agent in East Lansing, MI. The role is hybrid with on-site training and then work-from-home based on performance. The pay rate is $18.00 per hour, with full-time employment and a Monday–Friday, 8:00 am–4:30 pm EST shift.

The agent will handle inbound calls for the Michigan Department of Human Services Office of Child Support, researching inquiries and providing accurate information to customers. Training and benefits are included.

Qualifications

• High School diploma or GED required.
• Background check and fingerprinting.
• 2 years of high-volume call center experience.
• 1 year payments experience with data entry.
• Computer systems knowledge.
• Proficient with Word, Excel, file directories, SharePoint and Outlook.
• Typing speed 30 WPM.
• Experience working with dual monitors.

Responsibilities

• Inbound Call Center – The Agent is responsible for responding to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call.
• Answers questions on various issues such as child support payments history and account histories.
• Resets Personal identification of callers unable to self-serve in the Interactive Voice Response system.
• Gathers information, research/resolves inquiries, and appropriately documents customer calls.
• Ability to read and interpret documents on file.
• Understand and retain a large amount of information.
• Associates should have the skills to answer and respond professionally to elevate calls, should they arise.
• Communicate appropriate options for resolution promptly
• Review the customer needs and inform customers of services and resources available to them.

Skills

Call center experience

Customer service

Data entry

Multi-monitor setup

Education

High School diploma or GED

Tools

SharePoint

Outlook

Word

Excel

Job description

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Title

Child Support Call Center Agent

Location

Hybrid, E. Lansing, MI [Work onsite for training and the probationary period] [After training WFH- Based on performance]

Pay Rate

$18.00

Employment Type

Full-Time

Shift Information

Monday-Friday 8 am-4:30 pm est.

Job Summary

The Call center agent will handle inquiries for Michigan Department of Human Services Office of Child support and the services it provides via inbound calls.While speaking with the Customer on the phone, CSRs will address and research customer inquiries and provide appropriate and accurate information.

Key Responsibilities

• Inbound Call Center – The Agent is responsible for responding to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call.
• Answers questions on various issues such as child support payments history and account histories.
• Resets Personal identification of callers unable to self-serve in the Interactive Voice Response system.
• Gathers information, research/resolves inquiries, and appropriately documents customer calls.
• Ability to read and interpret documents on file.
• Understand and retain a large amount of information.
• Associates should have the skills to answer and respond professionally to elevate calls, should they arise.
• Communicate appropriate options for resolution promptly
• Review the customer needs and inform customers of services and resources available to them.

Required Qualifications

Requirements

• High School diploma or GED
• Background and Fingerprinting
• 2 years of high-volume call center
• 1 year experience in payments with data entry
• Computer system knowledge.
• Knowledge/experience with word, excel, file directories, SharePoint and outlook.
• Typing WPM 30
• Experience working with dual monitors.

What We Offer

• Competitive hourly pay
• Benefits from day one (medical, dental, vision) for eligible roles
• Paid time off and holidays
• Paid training
• Career growth and advancement opportunities
• Supportive and inclusive work environment

Pay Transparency

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $18.00

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [e-mail]. You may also click here to access Conduent's ADAAA Accommodation Policy.