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Client Support Specialist
2 months ago
Veritas-HHS is seeking a Customer Care Associate to provide exceptional service at our Child Support Office.
Company Background
Veritas-HHS specializes in delivering consulting and operational support to health and human services agencies across various levels of government. Our team comprises experienced professionals dedicated to addressing the challenges of enhancing service delivery amidst evolving policies.
Our corporate culture is rooted in our mission and core values, emphasizing the importance of our workforce. We believe that prioritizing our employees is crucial to our success and contributes to a fulfilling work environment. Here’s a glimpse of our Mission and Core Values:
Mission: Engage in socially beneficial work while enjoying the process and achieving success.
Core Values: integrity, innovation, quality service, and teamwork.
Benefits Offered:
- Health Coverage
- Dental Coverage
- Vision Coverage
- Retirement Plan
- Short-term and Long-term Disability
- Life Insurance
- Employee Support Programs
- Telehealth Options
- Paid Leave
- Employee Recognition Programs
Position Summary:
The Customer Care Associate will be responsible for delivering high-quality service to clients and stakeholders who reach out via phone. This role serves as the initial point of contact for inquiries, requiring effective communication with a diverse clientele. Proficiency in various software applications, including the state child support system, is essential. Key attributes for success in this role include flexibility, strong communication skills, and a commitment to continuous improvement. The position reports directly to the Team Leader.
Main Responsibilities:
- Handle a significant volume of inquiries from child support clients using available resources.
- Identify and assist in resolving any issues faced by clients.
- Refer cases to Child Support Case Managers as necessary.
- Verify existing case information in the automated system to ensure accurate processing.
- Conduct outbound calls as assigned.
- Clarify actions or inactions related to client cases.
- Utilize established customer service protocols to address complaints.
- Guide clients to available programs and resources that foster self-sufficiency.
- Document all inquiries and responses in accordance with established procedures.
- Contribute to the office's productivity objectives and complete follow-up tasks as required.
- Perform additional duties of a similar nature as needed.
Qualifications:
- High school diploma or equivalent, with at least one year of customer service experience involving extensive public interaction.
- Familiarity with Microsoft Office applications and personal computer operation.
- A strong commitment to delivering outstanding customer service, excellent verbal and written communication skills, and the ability to engage positively with clients from diverse backgrounds are essential.
This job description is not exhaustive and may encompass additional duties and responsibilities as required.
