Customer Service Representative

Harris County; Houston (TX); On-site; USD 61,992,000 - 70,258,000; Full time

Benefits offered by this job

Benefits

Job summary

Harris County seeks a detail-oriented customer service and case processing specialist to support the ICSS program in the ChAMP system. You will handle case initiation, document management, and routine inquiries, ensuring timely updates and accurate data entry.

You will also monitor eligibility, review databases for accuracy, and produce routine reports for management. Strong organizational skills and the ability to work both independently and in a team are essential.

Qualifications

• High School Diploma or GED is required.
• Two years of full-time customer service, receptionist, secretarial or child support experience required.
• Proficient use of Microsoft Office applications.

Responsibilities

• Case Initiation, Customer Service, and Case Processing - Perform routine to complex case initiation and child support technical support for the ICSS Program in the ChAMP System.
• Case Monitoring, Eligibility Review, and Database Management - Review incoming applications, determine eligibility, and initiate cases while ensuring quality control standards are met.
• Document Preparation, Scanning, and Mail Processing - Prepare, assemble, scan, index, and upload documents in accordance with ECM guidelines.
• Task Tracking, Reporting, and File Management - Maintain and update spreadsheets and reports daily to track case progress and prepare reports for management.
• Administrative Support and Documentation - Prepare correspondence, deliver or retrieve documents, and maintain a professional office environment.

Skills

Customer service

Data entry

Time management

Attention to detail

Teamwork

Education

High School Diploma or GED

Tools

ChAMP System

Microsoft Office

Job description

Duties and Responsibilities:

• Case Initiation, Customer Service, and Case Processing - Perform routine to complex case initiation and child support technical support for the ICSS Program in the ChAMP System. Research court orders, process INFGs and CEIGs, ensure all members have only one identification number, and open full-service cases within five (5) business days and registry-only cases within two (2) business days of notification. Respond to moderately complex telephone inquiries regarding child support and parenting time cases. Answer and screen customer calls courteously, following departmental procedures. Provide case status updates, payment information, explain policies and procedures, and refer clients to appropriate agencies or staff as needed. Conduct outreach to noncustodial parents, custodial parents, attorneys, and customers via phone, email, DocuSign, or mail. Enter, update, and retrieve case information using the ChAMP System. Conduct introductory calls and generate pay records upon request.




• Case Monitoring, Eligibility Review, and Database Management - Review incoming applications, determine eligibility, and initiate cases while ensuring quality control standards are met. Review DEEDS, TIERS, and other databases, to identify necessary data and maintain accurate case records and documentation. Notify appropriate departments of case status and assigned case numbers within required time frames.




• Document Preparation, Scanning, and Mail Processing - Prepare, assemble, scan, index, and upload documents in accordance with Enterprise Content Management (ECM) guidelines. Verify case information and ensure documents are properly linked and assigned within ChAMP. Process all incoming and outgoing mail and faxes daily, including sorting, scanning, indexing, stamping, and distributing per policy. Monitor postage meter to maintain an adequate balance. Ensure all paper documents have been properly scanned, available in ChAMP, and shred when appropriate. Retrieve unidentifiable state-level documents and assign to appropriate staff for review.




• Task Tracking, Reporting, and File Management - Maintain and update spreadsheets and reports daily to track case progress, overdue tasks, and timely processing requirements. Prepare routine and periodic reports for management as assigned and perform other related duties necessary to support office operations. Route and distribute case files according to departmental procedures.




• Administrative Support and Documentation - Prepare correspondence and emails. Deliver or retrieve documents from the Domestic Relations Office and other County departments and buildings, as needed. Maintain a clean, organized reception area and ensure the lights are on and entrance door is unlocked during office hours. Monitor customer behavior in waiting area to ensure a professional environment. Record specific daily data on customer's requests, appointments, and referrals. Thoroughly document all case activities in ChAMP while following documentation standards and confidentiality requirements.

Harris County is an Equal Opportunity Employer https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx If you need special services or accommodations, please call [phone] or email [e-mail] This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Education and Experience:

• High School Diploma or G.E.D. equivalent from an accredited educational institution.


• Two (2) years full-time customer service, receptionist, secretarial or child support experience required.

Knowledge, Skills, and Abilities:

• Proficient use of Microsoft Office applications.


• Ability to learn and become proficient in various software and web applications.


• Ability to work alone and as a team player.


• Excellent time management skills.


• Accurate data entry skills.


• Attentive to details.


• Consistent and reliable attendance.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. \"See Resume\" will not be accepted for qualifications.

Position Type and Typical Hours of Work:

• Regular Full-time


• Monday - Friday | Eight (8) hours a day
  
  
  
  • Start time is between 7:30 a.m. and 8:00 a.m.
  
  
  
  

Salary:

• $22.44 Hourly


• Based on 26 Pay Periods
  
  
  
  • Plus, benefits
  
  
  
  

Employment may be contingent on passing a drug screen and meeting other standards. Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.