Customer Service Surge Supervisor - MUST RESIDE IN TX

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Customer Service Surge Supervisor

SMI is one of the 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.

In our 54th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, 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 multi-state operation and administrative private company with a staff of over 650 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 and expect continued innovation.

If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.

Job Summary:

Responsible for supervising a team of Customer Service Surge Representatives (CSRs) during a project-specific “surge”. They handle and resolve intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials concerning child support services.

Representatives are tasked with addressing a broad spectrum of complex topics, which include but not limited to, the following: conducting case research, performing financial reviews, clarifying legal enforcement actions (such as income withholding or license suspensions), assisting parents with paternity and case initiation, providing updated on modification statuses, updating and documenting member information, as well as processing requests for state forms.

Your primary objective is to ensure that each interaction is carried out with outstanding customer service and adheres fully to Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies. Other, Duties as Assigned.  

Key Functions/ Basic Duties:

Foster team excellence by establishing explicit performance objectives that are alighted with the company’s strategy.

Effectively manage daily call and chat volumes, assigning specialist tasks to guarantee that staff comprehensively understand their responsibilities in handling intricate financial and legal inquiries.

Execute timely performance plans and comprehensive evaluations for all direct reports, fostering a culture of accountability and professional growth

Monitor real-time agent productivity and provide immediate, constructive feedback; identify performance gaps in the month and maintain precise documentation of coaching sessions.

Lead the training and development of new hires and veterans’ staff, ensuring they remain proficient in evolving child support statues, financial logs, and enforcement remedies.

Maintain high data integrity by updating and recording daily operational metrics and shift summaries in specified management logs.

Identify and report technical impediments or ChAMP system issues to necessary personnel to minimize service disruptions.

Ensure all team actions strictly adhere to Standard Operating Procedures (SOP) for the State Disbursement Unit (SDU), Child Support Division (CSD), and general customer service areas.

Desired Knowledge and Abilities

Knowledge of:

Policies and procedures related to Customer Service and Call Center operations

Familiarity with Child Support and SDU policies and procedures

Principles and practices of supervision

Techniques for record keeping

Proficient in the use of copiers, scanners, printers, webcams, and basic computer setup

Ability to:

Work as a team member

Work extended and flexible hours to meet strict deadlines. 

Thrive in a fast-paced environment

Conduct oneself ethically and with integrity

Accurately analyze situations and implement an effective course of action

Exhibit strong interpersonal skills, including tact, patience, and courtesy

Plan and organize task effectively

Train and assess the performance of staff

Maintain confidentially with discretion

Communicate effectively in both oral and in written forms

Adjust to varying schedules and extra hours as required, which may also encompass Saturdays.

Education and/ or Experience:

High school diploma or its equivalent, along with a minimum of one year of previous experience in a supervisory role within customer service, call center technology, or a related field; alternatively, experience in an operational capacity that involved supervising or acting in a management role during the absence of management personnel.

An equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work

Language Skills:

Fluent in English

Computer Skills:

Skills in using standard computer accessories such as keyboards, mice, and 10—key-pad to facility seamless navigation of case management systems.

Knowledge in software applications including Microsoft Word, Excel, and various other Windows programs.

Work Schedules Expectation: REMOTE