Level III Representative

Arts In Wilmington; 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) is seeking a Level III Representative to coordinate CSS business, administrative, and customer-service functions in a fast-paced environment. You will interpret CSS policies, document case activity in ACTS, update case notes, and communicate with employers and CSS offices statewide to ensure accurate program operations.

Hybrid work options are available; candidates must have a high school diploma or GED with five years of related

Qualifications

• High school diploma or GED required with five years of related administrative experience.
• Experience handling complex CSS calls, explaining program policy, and documenting case interactions.
• Advanced data entry using ACTS including updating addresses, employment status, and case notes.

Responsibilities

• Provide customer service to CSS callers by responding to complex inquiries and explaining applicable program policies.
• Maintain courteous and professional communication with distressed callers using tact and de-escalation strategies.
• Review and apply CSS manuals and policy updates to ensure accurate interpretation during discussions.
• Update ACTS with current case information and detailed case notes documenting interactions.
• Generate and distribute ACTS documents and prepare agent worklists as needed.
• Trace and resolve missing or misapplied child support funds using the SMI system.
• Coordinate with employers and CSS offices in-state and out-of-state to support policy compliance.
• Document case interactions and business processes to support reliable case management.
• Maintain confidentiality of sensitive CSS information at all times.

Skills

Customer service

Policy interpretation

Data entry

Documentation

Communication with employers

Attention to detail

Education

High school diploma or GED

Tools

ACTS

SMI system

Job description

## Level III RepresentativeApplyremote type: Hybridlocations: Martin County, NCtime type: Full timeposted on: Posted Todaytime left to apply: End Date: July 18, 2026 (4 days left to apply)job requisition id: JR-119487**Agency**Dept of Health and Human Services**Division**Social Services**Job Classification Title**Business Services Coordinator II (S)**Position Number**60042177**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 Level III Representative position supports the Child Support Services (CSS) program by coordinating business, administrative, and customer‐service functions that directly affect statewide case management and service delivery. The role provides front‐line assistance to callers by interpreting CSS policies, documenting case activity, and updating automated systems, such as Automated Collections and Tracking system (ACTS), to ensure the accuracy of program information. Work includes managing sensitive and confidential case details, addressing complex inquiries, and maintaining professional communication with employers and CSS offices within and outside North Carolina. This position operates in a fast‐paced environment requiring sound judgment, consistent application of program procedures, and effective handling of emotionally charged or challenging interactions. Key Duties Include: - Provide customer service to CSS callers by responding to complex inquiries and explaining applicable program policies. - Maintain courteous and professional communication during interactions with distressed or antagonistic callers using tact and conflict‐diffusion strategies. - Review and apply updated CSS manuals and policy guidance to ensure accurate interpretation during case-related discussions. - Update ACTS with current case information, including address changes, employment status, and detailed case notes documenting caller interactions. - Generate and distribute ACTS documents and prepare agent worklists based on case needs and program protocols. - Trace and resolve missing or misapplied child support funds using the SMI system. - Communicate with employers and CSS offices both in‐state and out‐of‐state to coordinate case information and support policy compliance. - Document case interactions and business processes accurately to support consistent and reliable case management. - Maintain confidentiality of sensitive CSS information in all written and verbal communications.**Knowledge Skills and Abilities/Management Preferences**## ***Salary Grade Range: $41,206.00 - $72,113.00***## ***Recruitment Range: $41,206.00 - $45,560.00****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:** Proven experience handling complex Child Support Services (CSS) calls, including explaining program policy, documenting case interactions, and managing sensitive information.* Advanced skills using ACTS to complete case‐related data entry, including updating addresses, employment status, detailed event notes, and generating documents and worklists.* Experienced in reviewing and applying current CSS manuals and policy updates to ensure accurate interpretation during customer interactions and case discussions.* Documented experience tracing and resolving missing or misapplied funds through the SMI system and coordinating related communication with employers and CSS offices.* Demonstrated accuracy in completing business and administrative tasks, including compiling information, documenting case processes, and supporting program operations within a high‐volume service environment.## **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**## Physical Requirements:* Ability to sit for long periods of time.* Ability to look at a computer monitor for extended periods of time.* Ability to type for extended periods of time.**Minimum Education and Experience**Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.High school of General Educational Development (GED) diploma and five years of related administrative experience**OR**An equivalent combination of education 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.