Customer Service Surge Representative - Work From Home:MUST LIVE IN SAN ANTONIO, TX

Role overview

This remote, full-time customer service role supports a child support services program by handling complex inbound calls and chats from parents, legal representatives, and state officials during project-specific surge periods. The position focuses on resolving intricate case questions while maintaining compliance with federal Title IV-D regulations, state privacy laws, and standard operating procedures.

Responsibilities

- Respond to inbound calls and chats from custodial and non-custodial parents, attorneys, and state agency staff during high-volume surge windows. - Conduct case research and execute financial assessments to answer questions about child support accounts. - Explain legal enforcement actions such as income withholding, license suspensions, and modification statuses. - Assist parents with paternity establishment, case initiation requests, and ordering state forms. - Update and accurately document member information in the case management system. - Log technical problems that block case processing and relay status updates on open incidents.

Requirements

- High school diploma or equivalent, plus at least two years of experience in service delivery, customer service, call center operations, or a related field (or an equivalent mix of education and experience). - Fluency in English with strong written and verbal communication skills. - Proficiency in data entry (keyboard, mouse, 10-key pad) and Microsoft Word, Excel, and other Windows applications. - Familiarity with contact center platforms such as Cisco Finesse, Comm100, or Nice inContact. - Ability to manage detail-oriented work independently and on a team in a fast-paced environment, with flexibility for extended hours when needed. - Demonstrated discretion when handling confidential information.

Benefits and work setup

- Hourly pay of $20.00. - Remote work from home; candidates must reside in San Antonio, Texas. - Company-provided equipment and paid training. - Set Monday through Friday schedule between 8:00 a.m. and 6:00 p.m. Central Time. - Paid time off begins accruing on day one; medical benefits effective after 30 days. - 401(k) plan with employer contribution after one year of service. - Gym membership reimbursement and a virtual work environment with team-oriented culture. - Equal opportunity employer; drug-free workplace that supports veterans and military spouses.