Customer Service Specialist

State of North Carolina; United States; Hybrid; USD 41,000 - 72,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

State of North Carolina's Department of Health and Human Services is seeking a Business Services Coordinator II to support the Child Support Services Customer Support Unit. You will handle inquiries, research issues, and document communications in the eCSTS, ensuring accuracy and timely responses to customers, attorneys, and partner agencies.

The role operates in a high-volume environment with a focus on policy-aligned responses and maintaining statewide workflow integrity within the IV-D Child

Qualifications

• High school GED or equivalent; five years of related administrative experience or an equivalent combination of training and experience.
• Experience handling high-volume inquiries via multiple channels and prioritizing follow-ups.

Responsibilities

• Respond to inquiries, complaints, and requests via written, email, phone, and online submissions.
• Research case details and policies to prepare accurate, complete responses.
• Document communications in the eCustomer Service Tracking System (eCSTS).
• Review inquiry details to determine appropriate follow-up actions per state and federal guidelines.
• Process updates to the Third Party Table per unit procedures.
• Coordinate with internal staff to ensure consistent statewide responses.

Skills

High-volume inquiry management

Analytical reasoning

eCSTS proficiency

Written and verbal communication

Data accuracy and validation

Education

GED or higher

Job description

Job 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

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.

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

Veterans’ and National Guard Preference

• Applicants seeking Veteran's Preference must attach aDD-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.

Minimum Education and Experience

• High school of General Educational Development (GED) diploma and five years of related administrative experience
• An equivalent combination of training and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Posting Information

REPOST -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