OAG - Child Support | Customer Engagement Associate (Child Support Officer II) | 27-0115

State of Texas; Texas; Vor Ort; USD 38.000 - 54.000; Vollzeit

Benefits dieser Stelle

Excellent benefits

Career development opportunities

Public service environment

Zusammenfassung

The State of Texas Office of the Attorney General, Child Support Division, seeks a Customer Engagement Associate to assist families and respond to inquiries by phone, chat, email, or other channels as needed. You will deliver empathetic service, collaborate with field staff, and manage high call volumes while maintaining professionalism.

Education ranges from high school to a four-year degree; Spanish language skills are a plus, and the role offers public service benefits and opportunities for

Qualifikationen

• Education: High school diploma or equivalent; bachelor's degree preferred.
• Excellent customer service and ability to handle high call volumes.
• Spanish language proficiency is a plus.
• Strong communication skills and problem-solving abilities.
• Ability to work in-person at OAG locations and travel as needed.

Aufgaben

• Assist customers by phone, chat, and email, delivering empathetic service.
• Collaborate with field office staff to resolve inquiries and issues.
• Establish and enforce program requirements and provide guidance on processes.

Kenntnisse

Listening skills

Interviewing

Word processing

Data entry

Mathematical computations

Multitasking

Oral and written communication

Judgment and decision making

Customer service

High volume calls

Stress management

In-person work

Transportation planning

Overtime willingness

Sitting for long periods

Lifting 30 lbs

Travel readiness

Typing 35 wpm

Spanish language

Ausbildung

High school diploma or equivalent

Bachelor's degree

Tools

Personal computer

Jobbeschreibung

Are you interested in mission-driven work? Do you enjoy helping others? Join the Office of the Attorney General's Child Support Division (CSD) in our mission to encourage responsible parenting by promoting the involvement of both parents and ensuring children receive the support they need and deserve. The Texas Attorney General - Child Support Division prioritizes the importance of customer service delivery excellence. Many families of Texas rely on our services to establish parentage, establish monetary and medical support obligations, and enforce and modify court ordered support. These interactions with customers can be challenging due to the sensitive and personal nature of the topics being discussed. Therefore, Customer Engagement Associates must express the highest level of empathy, seeking to truly understand both the observable and underlying intent of our customers. The Child Support Division is invested in meeting customers in the communications channels where they are reaching out, and therefore Customer Engagement Associates must be prepared to meet those customers by phone, chat, email, or other new channels as the organization evolves to satisfy customer needs and exceed expectations. Customer Engagement Associates exhibit an understanding of the importance of customer service excellence and remain flexible and innovative in finding the best way to exceed customer expectations. They must work collaboratively with internal child support field office staff to find and execute solutions to customer inquiries. The Customer Engagement Associate is a professionalized role, with opportunities for career development in the areas of customer experience enhancement. An associate must be able to handle the demands of a high volume of calls. This position may be based in any city in Texas with an OAG Child Support Division office. Internal candidates selected will continue to report to their current worksite. Employees of the OAG experience the challenge and honor of public service while enjoying a healthy work-life balance; developing hands-on experience; and engaging camaraderie with their colleagues across the state. The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large state agency making a positive difference in the lives of Texans.

Education: Graduation from high school or equivalent Education: Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: full-time Child Support Program, credit collections, investigations, legal assistant, legal secretary, customer service, or IV-A eligibility specialist A candidate selected for an interview must pass (score of 75% required) a Listening Skills test before the interview is scheduled Skill in interviewing Skill in using a personal computer for word-processing and data entry/retrieval Skill in basic mathematical computations Skill in handling multiple tasks, prioritizing, and meeting deadlines Skill in effective oral and written communication Skill in exercising sound judgment and effective decision making Ability to receive and respond positively to constructive feedback Ability to work cooperatively with others in a professional office environment Ability to provide excellent customer service and to handle a high volume of calls on a daily basis Ability to handle unexpected and unpredictable situations and customer communication Ability to appropriately handle stress and the demands of interaction with customers Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week (unless on approved leave) Ability to arrange for personal transportation for business-related travel Ability to work more than 40 hours as needed and in compliance with the FLSA Ability to sit for prolonged periods of time Ability to lift and relocate 30 lbs. Ability to travel (including overnight travel) up to 5% Ability to type 35 words per minute (Typing test required at time of interview) Education: Graduation from an accredited four-year college or university Knowledge: Investigative practices and techniques Other Language: Ability to proficiently read, write, and speak Spanish