Level II Representative

Health & Human Services; Indiana; Hybrid; USD 37,000 - 65,000; Full time

Benefits offered by this job

Hybrid Work Option

Job summary

The North Carolina Department of Health and Human Services (DHHS) seeks a Level II Representative for the CSS Customer Service Center. You will respond to caller questions, research case details, update demographics, and assist with website registration. You will handle escalations and support case processing within ACTS.

Strong communication and data-entry skills are required, with experience in a call-center environment. This role offers a hybrid work option and comprehensive benefits.

Qualifications

• Respond to caller questions regarding child support case information by researching details and providing accurate explanations.
• Handle escalated and complex inquiries from Level I Representatives and resolve issues requiring advanced program knowledge.
• Research employment information, payment histories, arrears balances, and tax payment records as needed to support case resolution.

Responsibilities

• Respond to caller questions regarding child support case information by researching details and providing accurate explanations.
• Handle escalated and complex inquiries from Level I Representatives and resolve issues requiring advanced program knowledge.
• Research employment information, payment histories, arrears balances, and tax payment records as needed to support case resolution.
• Update demographic information in case records within ACTS.
• Provide assistance with participant website registration and navigation to access case information.
• Generate ACTS documents for callers and explain notices, procedures, timelines, wage withholding details, and payment distribution information.
• Document customer interactions in ACTS and notify case managers of follow-up needs.
• Make referrals to CSS staff or external resources when required to resolve concerns.
• Provide appointment and hearing dates and times as applicable.

Skills

Caller questions research

Escalation handling

ACTS knowledge

Customer service in call-center

Data entry & documentation

Education

High school diploma or GED

Tools

ACTS (Automated Collection and Tracking System)

Job description

Agency Dept of Health and Human Services Division Social Services Job Classification Title Business Services Coordinator I (S) Position Number 60042205 Grade NC07

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 Level II Representative position serves as a Level II Representative responsible for responding to Child Support Services (CSS) caller questions regarding their case by providing accurate information, researching employment details, and making appropriate referrals. This role handles escalated and complex inquiries from Level I Representatives while supporting customer understanding of child support processes, timelines, payment information, and required documentation. It also supplements Level I staff by updating demographic data, assisting with participant website registration, generating system documents, and explaining notices and application procedures. Work is performed within the Customer Service Child Support unit and includes documenting interactions and notifying responsible case managers through the statewide Automated Collection and Tracking System (ACTS).

Key Duties Include

• Respond to caller questions regarding child support case information by researching details and providing accurate explanations.
• Handle escalated and complex inquiries from Level I Representatives and resolve issues requiring advanced program knowledge.
• Research employment information, payment histories, arrears balances, and tax payment records as needed to support case resolution.
• Update demographic information in case records within the Automated Collection and Tracking System (ACTS).
• Provide assistance with participant website registration and navigation to support customer access to their case information.
• Generate ACTS documents for callers and explain notices, application processes, fees, timelines, wage withholding details, and payment distribution information.
• Document customer interactions in ACTS and notify responsible case managers of follow‑up needs.
• Make referrals to appropriate CSS staff or external resources when required to resolve customer concerns.
• Provide appointment and hearing dates and times as applicable to ensure callers receive complete and timely information.
• Assist the ACTS Help Desk when needed to support system users with technical or procedural questions.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $37,377.00 - $65,408.00 Recruitment Range: $37,377.00 - $42,399.00

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 (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred: Demonstrated experience researching complex child support case details by reviewing employment information, payment histories, arrears balances, and related records to provide accurate guidance to callers. Applied intermediate proficiency in using the Automated Collection and Tracking System (ACTS) to update demographic data, document customer interactions, generate system documents, and support case processing activities. Delivered consistent customer service in a call‑center environment by responding to escalated inquiries, explaining child support processes, and coordinating timely follow‑up with case managers. Executed structured communication with callers by clearly explaining notices, application procedures, service timelines, wage withholding information, payment distribution processes, and hearing schedules. Performed accurate data entry and case documentation through systematic record updates and organized case‑related communication within the statewide child support system.

Posting Close Date

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 Customer Service Center

The CSS Customer Service Center provides support through a toll‑free phone line that connects callers to an automated Interactive Voice Response system available 24 hours a day in English and Spanish. Callers can navigate menu options using their Master Participant Index (MPI) number to access specific information or press “0” to reach a representative. Customer service representatives are available Monday through Friday from 7:30 a.m. to 5:30 p.m. for questions requiring live assistance.

Compensation and 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 the website forState Benefits.

Supplemental Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employerthat embraces an Employment First philosophy, which consists of complying with all federallaws, 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.

Minimum Education and Experience

High school or General Educational Development (GED) diploma and four years of related administrative experience OR An equivalent combination of education and experience. See the Education and Experience Equivalency Guide for details.

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.

All job postings close at 11:59pm the night before the End Date on the posting.