Customer Service Specialist

nc; North Carolina; Hybrid; USD 41,000 - 72,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

The North Carolina Department of Health and Human Services (DHHS) seeks a Customer Service Specialist for the Child Support Services (CSS) unit to respond to inquiries, complaints, and requests from the public, attorneys, partner agencies, and child support customers within a high-volume environment.

You will use the eCustomer Service Tracking System (eCSTS) to document communications, ensure accuracy with state and federal guidelines, and coordinate updates to the Third Party Table, while

Qualifications

• Respond to inquiries, complaints, and requests from the public, attorneys, legislative offices, partner agencies, and child support customers.
• Research case-specific issues and policy questions to prepare accurate responses.
• Document and track all communications using the eCustomer Service Tracking System (eCSTS).

Responsibilities

• Respond to inquiries, complaints, and requests received through written correspondence, email, phone, and online submissions.
• Research case-specific issues and program questions using established policy guidelines to prepare accurate responses.
• Document and track all incoming and outgoing communications within the eCSTS.
• Review and analyze inquiry details to determine appropriate follow-up actions based on state and federal CS program requirements.
• Process requests for updates to the Third Party Table per unit procedures.
• Coordinate information with internal staff to ensure statewide response consistency.
• Verify accuracy of case information by reviewing records and system data before issuing responses.
• Prioritize and manage high-volume workflow to meet response timeliness and completeness.
• Maintain clear, professional communication with customers, attorneys, agencies, and legislative offices.
• Uphold confidentiality and program compliance throughout research, documentation, and communication activities.

Job description

Agency

Dept of Health and Human Services

Division

Social Services

Job Classification Title

Business Services Coordinator II (S)

Position Number

60042465

Grade

NC09

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

The Customer Service Specialist position supports the Child Support Services Customer Support Unit by responding to inquiries, complaints, and requests submitted by the public, attorneys, legislative offices, partner agencies, and child support customers. The role researches issues and prepares accurate responses in alignment with program policies, using the eCustomer Service Tracking System to document and track all communications.

This position works within a high‑volume environment that processes an average of 1,400 inquiries per month and requires strong analytical review to ensure information is complete and consistent with state and federal program guidelines. The role also processes updates to the Third Party Table and contributes to the unit's operational workflow. The position functions within the statewide IV‑D Child Support Program, which manages location, paternity establishment, support enforcement, and payment distribution activities.

The North Carolina Child Support Program operates in accordance with the Public Law 93-647, North Carolina General Statutes 110-128-141., and Federal Regulations.

Key Duties Include

• Respond to inquiries, complaints, and requests received through written correspondence, email, phone, and online submissions.
• Research case‑specific issues and program questions using established policy guidelines to prepare accurate and complete responses.
• Document and track all incoming and outgoing communications within the eCustomer Service Tracking System (eCSTS).
• Review and analyze inquiry details to determine appropriate follow‑up actions based on state and federal Child Support program requirements.
• Process requests for additions and updates to the Third Party Table in accordance with unit procedures.
• Coordinate information with internal program staff as needed to ensure consistency in statewide responses.
• Verify accuracy of case information by reviewing available records and system data before issuing responses.
• Prioritize and manage a high‑volume workflow to meet unit expectations for response timeliness and completeness.
• Maintain clear and professional communication with customers, partner agencies, attorneys, and legislative or congressional offices.
• Uphold confidentiality standards and program compliance throughout all research, documentation, and communication activities.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $41,206 - $72,113

Recruitment Range: $41,206 - $43,800

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge Skills and Abilities/ Management Preferences are not required. Applicants who possess the following skills are preferred.

• Demonstrated success managing high‑volume inquiry workloads by organizing, prioritizing, and tracking written, phone, and online submissions through structured processes.
• Proven strength in analyzing case details and policy guidelines to develop accurate, complete, and timely responses supported by verified data.
• Established proficiency using the eCustomer Service Tracking System (ECTS) to document communications, monitor follow‑up actions, and maintain comprehensive inquiry records.
• Recognized effectiveness in communicating with customers, attorneys, agencies, and legislative offices through concise written explanations and responsive verbal interactions.
• Documented precision in processing third‑party updates by reviewing required information validated data and entering accurate updates that support us workflow integrity.

This Position Is Funded In Part Through Federal Funds

This Position Is Eligible For A Hybrid Work Option

The Posting Will Close At 11:59 P.M. The Night Before The End Date

About the Division of Social Services (DSS)

The Division of Social Services (DSS) provides direct services that address issues of poverty, family violence and exploitation. We aim to prevent abuse, neglect and exploitation of vulnerable citizens, and promote self‑reliance and self‑sufficiency for individuals and families.

About the Child Support Services (CSS)

The Child Support Services (CSS) Program was create