Customer Service Specialist

Agency

Dept of Health and Human Services

Division

Social Services

Job Classification Title

Business Services Coordinator II (S)

Position Number

60042465

Grade

NC09

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

The North Carolina Child Support Program operates in accordance with the Public Law 93-647, North Carolina General Statutes 110-128-141., and Federal Regulations. Services provided by the IV-D Program include the location of non-custodial parents, establishment of paternity and support, enforcement of support and collection and distribution of support payments. North Carolina has approximately 300,000 child support cases for establishment and enforcement of child support court orders. This program is one of the few services available from the Division of Social Services that is not based on income level. Any citizen in North Carolina can receive our services upon request, upon payment of an application fee.

The Customer Support Unit falls under the direction of the Program Supervisor who also has oversight responsibilities of the Reports and Analysis Unit. The unit responds to inquiries, complaints and questions from the general public, attorneys, OCSE, child support customers, legislative, congressional, etc. Most come in through written communication, email from DSS, phone or from the ncchildsupport website. All responses are tracked through the eCustomer Service Tracking System (eCSTS). The Customer Support Unit receives an average of 1400 inquiries and complaints per month. The unit researches the issue and provides responses according to policy guidelines.

The Unit is also responsible for processing requests for additions and updates to the Third Party Table.

Knowledge Skills and Abilities/Management Preferences

Salary Range: $41,206 - $72,113

Recruitment Range: $41,206 - $43,800

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge Skills and Abilities/ Management Preferences are not required. Applicants who possess the following skills are preferred.

• Knowledge of Automated Collection & Tracking System (ACTS) functionality
• Knowledge of the Child Support Services and Public Assistance Programs in North Carolina
• Customer Service
• Effective Communication skills
• Analytical thinking and Resource Management

This position is funded in part through federal funds. 

This position will close at 11:59 p.m. the night before the end date.

About the Division of Social Services (DSS):

The Division of Social Services (DSS) provides direct services that address issues of poverty, family violence and exploitation.  We aim to prevent abuse, neglect and exploitation of vulnerable citizens, and promote self-reliance and self-sufficiency for individuals and families.

Compensation & Benefits:
The State of North Carolina offers excellent comprehensive benefits.  Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).  Employees also receive paid vacation, sick, and community service leave.  In addition, paid parental leave is available to eligible employees.  

Visit website for State Benefits

Supplemental and Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders.  We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.  For more information about DHHS: https://www.ncdhhs.gov/.

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources