Job Details
** Customer Service Representative - (Work From Home) BILINGUAL SPANISH**
**Job Category****:** Customer Service **Requisition Number****:** BILIN001913 Showing 1 location **Job Details**
**Description**
**CUSTOMER SERVICE REPRESENTATIVE**
SMI is one of most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the *Extra Mile*. With over 40 years as a family-owned business, SMI considers its employees part of an extended family. Our culture is one of team work, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement, while remaining competitive in terms of compensation and benefits. We are a multi-state operations and administrative private company with a staff of over 600 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.
**Position Overview**
Customer Service Representatives are responsible for responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements and other duties, as assigned. This position receives calls from child support customers and other stakeholders and responds following Standard Operating Procedures and contract requirements, processes correspondence in accordance with Standard Operating Procedures and contract requirements. Customer Service Representatives document correspondence and contacts in accordance with Standard Operating Procedures and contract requirements and are responsible for completing SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements.
**Required Skills:**
**Knowledge of:**
* Customer service techniques, including how to handle upset callers
* Policies and procedures involved in SDU payment processing
* Child support policies
* SMI and state clients child support system
* Modern office practices, procedures, and equipment
**Ability to:**
* Interpret, apply, analyze, and explain laws, procedures, and regulations pertaining to SDU payment processing procedures and programs
* Maintain accurate and interrelated records
* Respond promptly to customer needs
* Identify and resolve errors
* Work with integrity and ethically
* Work independently with little direction
* Meet schedules and timelines
* Work confidentially with discretion
* Communicate effective, both orally and in writing
* Apply interpersonal skills using tact, patience, and courtesy
* Work varied schedules and overtime hours, as necessary
**Required Experience:**
* High school diploma or equivalent and at least one year prior experience in an area of service delivery, customer service, call center technology, or other related field or an equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work
* Must be fluent in English and Spanish
* Must be proficient in data entry skills including keyboard, mouse, and 10-key pad and have experience and knowledge of software such as Microsoft Word, Excel, and other Windows products
**We are an Equal Opportunity Employer. We are a Drug Free Workplace.**
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