Hybrid Child Support 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

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.