Child Support Call Center Agent

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

Benefits offered by this job

Benefits from day one (medical, dental

Vision coverage

Paid time off and holidays

Paid training

Career growth opportunities

Job summary

Conduent is seeking a Child Support Call Center Agent in East Lansing, MI. This hybrid role requires on-site training with potential remote work based on performance. The shift is Monday–Friday, 8 am–4:30 pm EST, with an expected pay rate of $18.00 per hour.

The agent will handle inquiries for the Michigan Department of Human Services Office of Child Support, researching and providing accurate information to customers over inbound calls while upholding service standards.

Qualifications

• High-volume call center experience required.
• Typing 30 WPM or faster.
• Proficiency with Word, Excel, SharePoint and Outlook.

Responsibilities

• Handle inbound telephone inquiries and concerns per approved procedures, maintaining call quality and integrity.
• Answer questions on payments history and account histories.
• Reset personal IDs for callers unable to self-serve in the IVR system.
• Gather information, research inquiries, and document customer calls.

Skills

Call center experience

Typing 30 WPM

Education

High School diploma or GED

Tools

Word

Excel

SharePoint

Outlook

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 expedite 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

• 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

Equal Opportunity Employer

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.

Accommodations for disabilities

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.