Client Services Representative

County of Kent; Grand Rapids (MI); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Kent County is seeking a Client Services Representative to join our Friend of the Court team. You will be the first point of contact handling calls, emails, and in-person inquiries while explaining procedures and guiding clients through case processing.

The role requires strong communication, the ability to de-escalate tense situations, and a focus on delivering high-quality customer service in a fast-paced environment. A hybrid schedule may be possible after six months.

Qualifications

• Must have excellent telephone communication skills.
• Experience in de-escalation or training is desirable.
• Strong customer service skills with the ability to handle frustrated clients professionally.

Responsibilities

• Respond to client inquiries as the first point of contact in a busy call center.
• Provide information face-to-face and via email.
• Navigate multiple databases and computer systems.
• Develop understanding of FOC policies, procedures, and case processing.

Skills

Telephone communication

De-escalation

Customer service

Education

High school diploma or equivalent

Job description

The Kent County Friend of the Court (FOC) is seeking a qualified candidate to join our team as a Client Services Representative (CSR). In this role, you'll work in a busy call center, responding to client inquiries as the first point of contact, and working efficiently to reduce call wait times. You will also: provide information face-to-face and through email, navigate multiple databases and computer systems, and develop a thorough understanding of FOC policies, procedures, and case processing. Additional duties may be assigned as needed.

The ideal candidate will communicate effectively and deliver high-quality customer service to our clients. This position is demanding, requiring the ability to handle frustrated and emotional clients professionally, explain complex systems, calculations, and procedures clearly, and manage a high volume of calls related to child support cases.

This position will work Monday-Friday, 8:00 am-4:30 pm. A hybrid schedule may be an option after 6 months of employment.

About the Friend of the Court

The Kent County Friend of the Court serves the Court and families of Kent County through the fulfillment of our statutory duties to ensure children are supported both financially and emotionally. The Friend of the Court is responsible for preparing recommendations to the Court regarding custody, parenting time, and child support. Additionally, the Friend of the Court is responsible for enforcing child support, custody, parenting time, and monitoring accounts.

High school graduate or equivalent, combined with one year of experience in customer service.

Desire experience in a financial institution, a court setting, or a high-volume call center, and someone who has de-escalation skills or training.

A successful candidate must have excellent telephone communication skills and a thorough working knowledge of principles and practices of customer service. Must also exhibit professionalism, strong organization skills, and thorough preparedness, with the ability to learn quickly, multitask effectively, and adapt in a high-volume, high-stress environment.

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