Client Services Representative

Salary : $21.00 Hourly

Location : 82 Ionia Avenue NW Grand Rapids

Job Type : Full-time

Remote Employment : Flexible / Hybrid

Job Number : 2502-289-1708

Department : Friend of the Court

Opening Date : 02 / 21 / 2025

Closing Date : 3 / 7 / 2025 11 : 59 PM Eastern

Job Responsibilities

Applicants who are selected to move forward will receive an email with instructions regarding the next steps in our employment process. Please monitor the email address you included on your employment application for further instructions (including junk / spam folders)

Remote flexibility options possible after 6 months of employment.

The Kent County Friend of the Court serves the Court and families of Kent County through fulfillment of our statutory duties to ensure children are supported both financially and emotionally. We enforce child support, custody and parenting time, monitor accounts and prepare recommendations for the Court regarding custody, parenting time and child support.

We are seeking a qualified individual to join our team. You will work in a high-volume call center, answering client questions as a first point of contact while minimizing client call wait times. You will also provide information face to face and via email correspondence. You will navigate a number of databases and computer systems to answer questions and will develop a comprehensive knowledge of FOC policies and procedures and case processing requirements. You will also perform other duties as assigned.

We are looking for someone who can communicate clearly and concisely, providing excellent customer service to a diverse clientele. This is a challenging position which requires the ability to respond appropriately to frustrated and emotional clients while maintaining professionalism and to explain complicated systems, calculations and processes while answering a high volume of client calls.

Positions will work a schedule of Monday-Friday 8 : 00am-4 : 30pm.

Minimum Qualifications

High school graduate or equivalent combined with one year experience in customer service.

Desire experience in a financial institution, a court setting or a high volume call center.

Successful candidate must have excellent telephone communications skills and thorough working knowledge of principles and practices of customer service. The ability to work in a high volume, high stress environment is required.

Additional Information

• Notices will come via email so please be sure to monitor the email address indicated on your application

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Kent County Human Resources

Benefit Summary

TPOAM

Full-Time

Effective January 1, 2024

Medical and Prescription Plans / Health Care Premium

Health Care Providers - BCBS Wellness PPO, Blue Care Network HMO or BCMS Wellness High Deductible Health Plan (HDHP) with Health Savings Account (HSA)

Prescription Provider - Capital Rx

PPO or HMO : 20% of total healthcare premium per month - pretax

HDHP w / HSA : 15% of total healthcare premium per month - pretax

HSA - One-time new enrollment County contribution of $1,000 single or $2,000 family,

max HSA contribution $4,150 single / $8,300 family

Eligible for wellness incentives by completing program requirements through Virgin Pulse.

Medical benefits effective first day of the month after hire.

BENEFIT ELECTION FORM MUST BE RETURNED TO

HUMAN RESOURCES WITHIN 4 DAYS OF HIRE.

Dental Plan - Varipro

Class I - 100% of incurred charges (2 cleanings and 1 x-ray per person, per year)

All other Services - 50% of reasonable costs (including Orthodontics)

Up to $2,500 annually per family

Vision Plan - VSP

No charge for WellVision Exam; $20 materials co-pay or up to $60 co-pay for contact fitting with participating doctors

Life Insurance

50,000 County paid Term Life Insurance

Supplemental Life Insurance / Dependent Life Insurance

Self-pay in increments of $5,000; Minimum-$15,000 / Maximum-$450,000

Spouse term life = $25,000, Child term life = $10,000

Flexible Spending - Varipro

Pre-tax contributions for Health and Dependent Care - not eligible for Health Flexible Spending if you are in the HDHP plan

Vacation Leave

6 hours 40 minutes each month - after initial month of hire (0-3 years)

See union contract for further details

Sickness & Accident Plan

1st day of injury or hospitalization or 8th day of illness

67% of gross wages; 26 week benefit

Eligible 1st of the month following date of hire

Long-Term Disability

60% of wages up to age 65; waiting period 180 days

Holidays

11 Scheduled Holidays

8 Hours pay at regular straight time rate)

Paid Time Off

Pro-rated amount of 80 hours based on number remaining months in the year at time of hire.

80 hours on the payroll at start of the year.

May accumulate up to 120 hours

Unused paid time off in excess of 120 hours will be added to the employee's reserve sick leave bank up to 182 hours. Hours in excess of 182 will be placed in employee's retirement bonus bank.

Paid Parental Leave

80 hours of paid time off for birth of a child or temporary placement of the child for adoption. Eligible the 1st of the month following date of hire, runs concurrently with FMLA

Probation Period

First 6 months of employment

Shift Differential

0.50 per hour for regularly scheduled shifts beginning at 2 : 00 PM or later

Weekend Differential

0.50 per hour for regularly scheduled shifts beginning at 11 : 00 PM Friday and ending at 7 : 00 AM Monday

Overtime

1 1 / 2 times regular straight-time rate for hours worked in excess of 40 hours per week

Merit Increases

See contract for merit levels

Tuition Reimbursement

365 per credit hour; maximum of 9 credit hours per year (see policy for eligibility)

Mileage

Published IRS Rate

Deferred Compensation

Enrollment first of each month with a minimum investment of $25 per pay period

Retirement / Defined Pension

Mandatory participation in a Contributory Defined Benefit Pension Plan.

Employee contribution is 9.21% of pre-tax earnings

Retirement Bonus Bank

Employees who retire under the Kent County Retirement Plan (other than a deferred retirement) will receive pension service credit for all hours in their Retirement Bonus Bank at the time of retirement.

Supplement to Medical Benefits Premium

Based on years of service, employees may be eligible for a medical benefits premium supplement.

Kent County Human Resources

Benefit Summary

TPOAM

Part-Time

Effective January 1, 2024

Medical and Prescription Plans / Health Care Premium

Eligible to purchase at a group rate, less $35.00 per pay period contribution paid by the County. Eligible for wellness incentives by completing program requirements through Virgin Pulse.

Dental Plan

Not eligible

Vision Plan

Not eligible

Life Insurance

Not eligible

Supplemental Life Insurance

Not eligible

Flexible Spending - Varipro

Pre-tax contributions for Health and Dependent Care - not eligible for Health Flexible Spending if you are in the HDHP plan???????

Vacation Leave

4 hours 50 minutes each month - after initial month of hire (0-3 years)

See union contract for further details???????

Sickness & Accident Plan

1st day of accident or 8th day of illness

67% of gross wages; 26 week benefit

Eligible 1st of the month following date of hire

Long Term Disability

60% of wages; waiting period 180 days

Holidays

4 Hours pay at regular straight time rate for each recognized holiday

Paid Time Off

Pro-rated amount of 40 hours based on number remaining months in the year at time of hire.

40 hours on the payroll at start of the year.

May accumulate up to 120 hours

Unused paid time off in excess of 120 hours will be added to the employee's reserve sick leave bank up to 182 hours. Hours in excess of 182 will be placed in employee's retirement bonus bank.

Probation Period

First 9 months of employment

Shift Differential

0.50 per hour for regularly scheduled shifts beginning at 2 : 00 PM or later

Weekend Differential

0.50 per hour for regularly scheduled shifts beginning at 11 : 00 PM Friday and ending at 7 : 00 AM Monday

Overtime

1 1 / 2 times regular straight-time rate for hours worked in excess of 40 hours per week

Merit Increases

See contract for merit levels

Tuition Reimbursement

Not eligible

Mileage

Published IRS Rate

Deferred Compensation

Enrollment first of each month with a minimum investment of $25 per pay period

Retirement / Defined Pension

Mandatory participation in a Contributory Defined Benefit Pension Plan.

Employee contribution is 9.21% of pre-tax earnings

Retirement Bonus Bank

Employees who retire under the Kent County Retirement Plan (other than a deferred retirement) will receive pension service credit for all hours in their Retirement Bonus Bank at the time of retirement

Supplement to Medical Benefits Premium

Based on years of service, employees may be eligible for a medical benefits premium supplement.

Do you have one year experience in a customer service position with extensive public contact?

If you have already answered these questions in a previous recruitment, please write N / A or leave blank as your response to the 3 behavioral questions below. If you have not yet answered these questions or are unsure, please answer the questions with detail to move forward in this evidence-based selection process.

Describe a time when you had to take responsibility for a mistake that you made.

Describe a time when you had to learn how to get along with someone that you found to be very difficult (specifically a co-worker / supervisor or someone you had to work with on a daily basis).

Tell me about a time when you made an extraordinary effort to take care of a customer's needs.

Required Question

Salary : $2,500