Level II Representative

nc; North Carolina; Hybrid; USD 37,000 - 65,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

North Carolina Department of Health and Human Services (DHHS) seeks a Level II Representative in the CSS Customer Service Center to respond to caller questions about child support cases, research details, and provide accurate guidance. The role handles escalations and supports case processing within ACTS, including updating demographics and generating documents.

The position offers a hybrid work option and requires experience in a call-center environment, with strong communication and data-entry

Qualifications

• Experience researching complex child support case details by reviewing employment information, payment histories, arrears balances, and related records.
• Applied intermediate proficiency in using ACTS to update demographic data, document interactions, generate system documents, and support case processing.
• Delivered customer service in a call-centre environment by responding to escalated inquiries and explaining processes.
• Executed structured communication with callers by explaining notices, timelines, wage withholding information, and payment distributions.
• Performed accurate data entry and case documentation within the statewide child support system.

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, 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 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 information.
• Assist the ACTS Help Desk when needed to support system users with technical or procedural questions.

Skills

Research complex case details

ACTS system usage

Call-centre customer service

Clear communication

Data entry and documentation

Tools

ACTS 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.

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. C

This Position 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