Hybrid Customer Support Specialist - Child Support

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

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