Child Support Services Specialist - Call Center

Job Description – Child Support Services Specialist I – Call Center (250008BP)

The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, enhance the well‑being of children by partnering with parents and caregivers to meet the financial needs of the family, and to assist Massachusetts cities and towns in sound and efficient fiscal management.

Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer‑focused and transparent.

The Department of Revenue’s Child Support Services Division enhances the well‑being of children by partnering with parents and caregivers to meet the financial needs of the family. Effective child support services are an essential part of the larger effort by the Commonwealth and federal government to promote families’ economic self‑sufficiency. The division’s core functions are to establish parentage, and establish, enforce and modify child support and health insurance orders.

The Child Support Services Division is seeking two Child Support Specialist I for the Customer Service call center located in Chelsea. The center operates weekdays from 8:30 AM to 4:30 PM and handles approximately 9,000 calls per week. Employees work a hybrid model, in‑office and remotely, as operationally required.

• Provides quality service to customers and their representatives by responding to inquiries received at the call center and researching online case records to provide technical assistance, explain proposed or completed child support service activities, resolve issues, and facilitate understanding of federal and state laws, rules, regulations and agency policies governing the Child Support Service Program.
• Works with regional staff to address customer issues that cannot be resolved at the call center by summarizing the customer issue, accurately documenting the conversation, referring the issue to the appropriate regional staff for follow‑up action, and updating the customer service statistical database.
• Maintains data integrity and safeguarding of child support enforcement information by reviewing account validity, communicating with involved parties to gather information, securing supporting documentation to initiate changes, making necessary adjustments to customer profile data and documenting activities to ensure the accuracy and confidentiality of case records.
• Works as an individual in a team setting, the ability to multi‑task in a fast paced environment and maintain a high service level while maintaining quality and professionalism.

• Experience in customer relations.
• Ability to accurately gather and record information by questioning individuals, reviewing records and documents.
• Ability to evaluate information and make appropriate recommendations.
• Ability to maintain accurate records.
• Ability to communicate effectively orally and in writing.
• Ability to exercise discretion in handling confidential information.
• Ability to establish rapport and collaborate with others to accomplish work objectives.
• Ability to establish rapport with persons from different ethnic, cultural and economic backgrounds.
• Ability to maintain a calm manner in stressful situations.
• Selected candidate must be able to attend statewide trainings at various office sites.
• Working knowledge of computer applications.
• A writing sample, to be done on‑site, will be requested following the interview.

First consideration will be given to those applicants that apply within the first 14 days.

• Applicants must have at least two years of full‑time or equivalent part‑time, professional or paraprofessional experience in work involving customer service, social work, educational/employment/vocational counseling, accounting, collections, case management, criminal justice, law enforcement/investigation or related fields; or an equivalent combination of required experience and substitutions provided below.
• Incumbents may be…