Customer Support Specialist

Child Support is seeking a Customer Support Specialist to work remote within North Dakota.

We are seeking a compassionate, patient, and service-oriented Customer Support Specialist to join our team. In this role, you will be part of a call center and play a vital part in assisting internal and external customers, as well as partner agencies, by providing clear, accurate, and reliable information regarding child support services. The ideal candidate is an effective communicator with strong critical-thinking and problem-solving skills who can explain complex financial concepts in a simple, approachable, and professional manner. A commitment to delivering exceptional customer service and helping others navigate challenging situations is essential to success in this role.

If you enjoy supporting customers, balancing multiple tasks, and working in a fast-paced environment, we’d love to hear from you.

Customer Support Specialist Responsibilities:

• This is a call center so 90% of your week will be on phones responding to child support inquiries from internal and external customers and other government agencies via email and multi-line phone system
• Guide callers to available self-service tools and resources
• Provide accurate information and resolve customer inquiries efficiently
• Document interactions and update case records
• Collaborate with team members to ensure consistent delivery of service
• Interpret child support judgments, research cases, compile, reconcile, and maintain payment data for assigned cases
• Work financial reports and engage in ongoing problem-solving to support accurate case management
• Deliver compassionate, professional customer service while managing multiple tasks smoothly
• Maintain a professional, empathetic, and service-driven approach in all interactions
• Have a thorough understanding of numerous systems and processes
• Knowledgeable of federal and state laws, rules, regulations, and policies relating to services provided by Child Support
• Ensure the accuracy of civil file information

To thrive in this position, you must have:

• Strong verbal and written communication and active listening skills
• Strong financial background
• Pays strong attention to detail ensuring accuracy of work
• Ability to simplify and convey complex financial concepts
• Strong critical thinking and problem-solving abilities
• Ability to quickly and positively adapt to frequent changes
• Comfortable handling a large volume of calls in a call center setting

To be considered for this position, you must have an associate degree and one (1) year of work experience in an advanced financial position and one (1) year of customer support, preferably in a call center environment with a high volume of inbound calls. Additional work experience may be substituted for the degree requirement on a year-for-year basis.

This position requires proficiency in computer applications using Windows and Microsoft Office.

Location This position will telecommute and must live in ND. Some travel may be required.

About HHS ND HHS strives to make North Dakota the healthiest state in the nation by reinforcing the foundations of well-being: physical, economic, and behavioral. The keys to success are the 2800 committed, team members who are guided by a simple but powerful belief: when we lead with light, we create systems and services rooted in hope, clarity, and possibility. Their work is supported with more than $6 billion in funding from nearly 400 different federal, state, and special sources. To succeed in this role, you must lead with LIGHT - leading with hope, instilling purpose and meaning, galvanizing gratitude, honoring health, and talking, walking and teaching civility, kindness and love for all.

About Team ND

"Far and away the best prize life offers is the chance to work hard at work worth doing." - Theodore Roosevelt

More than 7,500 talented, hard-working people across sixty-three agencies have come together as Team North Dakota. At Team ND, we are driven to succeed through gratitude, humility, curiosity and courage. Our purpose is to empower people, improve lives, and inspire success. Join us in being legendary.

Total Rewards: The State of North Dakota is committed to providing team members with a strong and competitive rewards package that support you, your health and your family.

Considering a new position on Team ND? How does your current position stack up? Use our Total Rewards Calculator to estimate.

Application Procedures

Your resume must clearly show the months and years of employment for each position listed. This information is required to accurately calculate your qualifying experience and determine whether you meet the minimum qualifications of the position. Resumes that do not include sufficient employment date may not be able to be fully evaluated. If the Department's Human Resource Division is unable to determine that you meet the minimum qualifications, credit will not be given. All application material must be received on or before the closing date by 11:59 PM Central Standard Time (CST).

Applicants must be legally authorized to work in the United States. The Department of Health & Human Services does not offer or provide sponsorships.

This employer participates in E-Verify. Please visit the following website for additional information HHS ND Careers E-Verify

A copy of your qualifying degrees transcript and any applicable certifications or licensures must be provided at the time of an interview.

For more information about the position or if you need an accommodation, please contact Tanya GreyEagle at [email protected] or at 701.328.7538.

Employing Unit ND HHS – Child Support

TTY Number ND Relay Service 1 (800) 366-6888 (text) or 1 (800) 366-6889 (voice)

If you are experiencing technical difficulties with the Application Process or uploading attachments, please contact [email protected] or (701) 328-3290.

Equal Employment Opportunity

The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex (including sexual orientation and gender identity), genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.

As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. § 23-12-10.

Associate degree and 1 year advanced financial experience plus 1 year customer support in a call center; proficiency in Windows and Microsoft Office; must live in North Dakota; legally authorized to work in the US.

Key Responsibilities

• answering phone calls
• resolving inquiries
• documenting interactions

Skills & Tools

Windows, Microsoft Office

Job Details

• Category: Customer Service
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — North Dakota, United States
• Languages: English

About North Dakota Department of Health and Human Services

A state agency providing health and human services to North Dakota residents. — Industry: Government Agencies and Departments