Customer Service Specialist

Health & Human Services; North Carolina; Hybrid; USD 41,000 - 72,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

North Carolina Department of Health and Human Services (DHHS) in North Carolina seeks a Customer Service Specialist to support the Child Support Services unit. You will handle inquiries, complaints, and requests, researching policy guidelines to provide accurate, timely responses.

You will document all communications in the eCustomer Service Tracking System (eCSTS) and coordinate with internal staff to ensure statewide consistency.

Qualifications

• Experience handling a high-volume inquiry workload with timely responses.
• Ability to research policy guidelines and provide accurate responses.
• Strong written and verbal communication skills for diverse stakeholders.
• Familiarity with the eCustomer Service Tracking System (eCSTS).

Responsibilities

• Respond to inquiries, complaints, and requests via 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 communications within the eCustomer Service Tracking System (eCSTS).
• Review inquiry details to determine follow-up actions per state and federal Child Support requirements.
• Process requests for additions and updates to the Third Party Table per procedures.
• Coordinate information with internal staff to ensure statewide response consistency.
• Verify accuracy of case information before issuing responses.
• Prioritize a high-volume workflow to meet timeliness and completeness expectations.
• Maintain clear, professional communication with customers, partner agencies, attorneys, and offices.

Skills

High-volume inquiries

eCSTS knowledge

Written and verbal communication

Policy interpretation

Tools

eCSTS

Job description

Job Information

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

• 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

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 (eCSTS) 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, validating data elements, and entering accurate updates that support unit workflow integrity.

Salary

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

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

Posting Information

PREVIOUS APPLICANTS DO NOT NEED TO REAPPLY IN ORDER TO BE CONSIDERED FOR THIS VACANCY. The posting will close at 11:59 P.M. The night before the end date. This position is funded in part through federal funds. This position is eligible for a hybrid work option.

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 created to help establish and collect child support, and in North Carolina it is administered by the Department of Health and Human Services, Division of Social Services. Local CSS offices across all counties provide services that include locating noncustodial parents, establishing paternity, setting support obligations, collecting and distributing payments, and enforcing support orders.

Compensation & Benefits

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit website for State Benefits.

Supplemental Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: https://www.ncdhhs.gov/. DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Eligibility and Compliance

Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.

Degree/College Credit Verification: Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application.

Veterans’ and National Guard Preference: Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications. Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing. Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations: Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

Contact Information

If there are any questions about this posting, please contact Talent Acquisition at [e-mail].