Customer Service Specialist

Stellarware Corporation; Norwell (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

Stellarware Corporation in Norwell, MA is seeking a Customer Service Specialist to support the Lump Sum Payment Division for multiple States. The role requires strong communication and technical skills, with a focus on accuracy and timely information delivery.

The position involves outreach to employers, data handling, and collaboration with state agencies and project staff to ensure compliant, efficient Lump Sum processes. Proficiency with Word/Excel and Internet research is expected.

Qualifications

• Relevant years of experience in customer service; proven inbound/outbound call experience.

Responsibilities

• Provide superior customer service and technical support via telephone and email.
• Outreach to employers regarding compliance and profile updates.
• Maintain response times and accuracy in processing Lump Sum Payment tasks.
• Use research tools and internet to locate information as needed.
• Assist project staff and management with Lump Sum Payment Module activities.

Skills

Customer service

Inbound & outbound calls

Team player

Multitasking

Verbal & written communication

Problem-solving

Tools

Microsoft Word

Excel

Email

Internet

Job description

Founded in 1997, Stellarware Corporation is a trusted provider of secure, web-based technology solutions that help government agencies modernize operations and deliver more effective public services. Headquartered in Norwell, Massachusetts, Stellarware partners with agencies nationwide to streamline critical programs through innovative, data-driven platforms.

With deep expertise in child support and recovery programs, Stellarware develops solutions that strengthen collaboration between government entities, employers, and private-sector partners. Its flagship platforms (including the Child Support Employer Services Portal) enhance reporting, improve compliance, and drive measurable outcomes for the programs it supports.

At its core, Stellarware is committed to delivering reliable, scalable solutions that increase efficiency, reduce administrative burden, and support better outcomes for the communities its partners serve.

JOB DESCRIPTION:

JOB SUMMARY:

Customer Service Specialists are detail-orientated individuals with strong computer skills, communication skills and professional phone manner. Customer Service Specialists provide timely, accurate and quality services to support the Lump Sum Payment Division on behalf of a number of States in coordination with their Office of Child Support Programs. Individuals serve as a contact person to provide information to both prospective and participating employers and will be part of a collaborative team that will cultivate relationships with employers, individuals, and other relevant organizations.

ESSENTIAL JOB DUTIES:

• Provide superior customer service and technical support via telephone and email.
• Outreach to employers regarding compliance, conversion, file layouts, profile updates and other scenarios.
• Perform Quality Assurance on all processes/procedures produced throughout each stage of production, developing a "right first time" attitude.
• Maintain or exceed response times, production requirements, and accuracy rates.
• Use resources to locate information, including but not limited to database lookup, Internet searches, and telephone networking.
• Provide feedback on issues, trends, ideas or suggestions.
• Strong computer skills, including online research, Microsoft Word, Excel, and Email.
• Serve as a contact person to provide information for both prospective and participating employers as well as to project staff and management in areas pertaining to Lump Sum Payment Module functions and activities.
• Perform the day-to-day operations of outreach activities for the Lump Sum Payment Module member states.
• Ensure document generation and issuance is completed as assigned.
• Respond to requests for information about the Lump Sum Payment Module project.
• Perform other duties as may be assigned by management.

Required qualifications:

• Relevant years of experience in customer service; proven experience in inbound and outbound calls.
• Ability to work effectively and professionally as part of a team while remaining focused, productive, and responsive in a shared, open-office environment with normal workplace noise and activity.
• Well organized, detailed oriented, with strong problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to interpret and follow policies and procedures.
• Working knowledge of personal computers and Internet experience.
• Ability to multitask.
• Ability to work as a team member, as well as independently.

ADDITIONAL INFORMATION:

Please note, Stellarware:

• Is an E-Verify company.

Selected candidates must be eligible to work in the US at the time of employment, complete all onboarding tasks and provide proof of eligibility to work in the US by completing the Form 19, Immigration Reform and Control Act of 1986.

You are required to show proof of your identity and employment eligibility within three (3) days of the start of your employment. You will not be authorized to work in any capacity until all paperwork has been completed. For a list of all acceptable documents please visit this website: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

Stellarware provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, genetic information, pregnancy or a pregnancy-related condition, or membership in any other legally protected class.