This person will accurately answer customer calls regarding all facets of child support services in a friendly and professional manner, and also prepare letters and documents in response to the calls.

Essential Functions

- Handles telephone calls and requests from customers and all outside callers to the main number by navigating through KASES and the Kentucky web portal. Performs follow up action as necessary.

- Attempts to resolve customer concerns over the phone on the first call.

- Takes detailed messages on cases that cannot be resolved over the phone and sends those messages to the appropriate department or employee.

- Escalates calls in accordance with the chain of command, as necessary.

- Updates and maintains case information in child support system.

- Completes follow up actions, including enforcement actions on customer requests that are not referred to another worker or department.

-Ensures quality customer service for callers by explaining services offered and next steps that may be taken in their case.

- Adheres to the casework guide for the Customer Service Department.

- Requires regular attendance.

- Performs other duties as assigned.

This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification.

Minimum Requirements

KNOWLEDGE: Basic knowledge of child support services and public assistance programs required. Computer experience preferred.

SKILLS/ABILITIES: Must be a mature individual with the ability to work with the public in a professional manner with respect, patience, and understanding. Strong interpersonal and communication skills are required. Ability to retain detailed information is needed. Exhibit the ability to follow direction from others and follow through with appropriate information or action when requested.

EDUCATION: High school graduate or its equivalent.

EXPERIENCE: Stable work history in clerical office work and/or customer service work dealing with the public may be substituted for knowledge requirements.

SPECIAL REQUIREMENTS: None

TYPICAL WORKING CONDITIONS AND/OR PHYSICAL REQUIREMENTS: This position is located in the Jefferson County Attorney’s Office, Child Support Division, 1930 Bishop Lane, Suite 100, Louisville, Ky. 40218. Work is performed in an office setting. Office hours are 8:00 a.m. to 5:00 p.m. The customer service worker will answer telephone calls from 8:30am to 4:30pm. During the hours of 8-8:30am and 4:30-5pm the customer service worker will complete follow-up work and/or other department functions. Daily use of computers. Mobility within the office including movement from floor to floor and personal interaction with employees in division.

Salary: $17.00 per hour/$35,360.00 per year (Funding is in whole or in part from federal, CHFS, or other state funds.)

Benefits: Health Insurance, 401 (k) tuition assistance, free parking, paid holidays, and more

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Ability to Relocate:

• Louisville, KY 40218: Relocate before starting work (Required)

Work Location: In person