Job Description 

Call Center Representatives

Agency Overview

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.

Division Overview

The mission of the Department of Revenue’s Child Support Services Division is to enhance 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 the federal government to promote families' economic self-sufficiency.

DOR/CSS's core functions are to establish parentage, and establish, enforce and modify child support and health insurance orders.  Much of our success depends on collaborations with a wide variety of state agencies and private entities.

 Position Description:

The CSS Customer Service call center is located in Chelsea and is operational weekdays from 8:30 AM to 4:30 PM.  It is a fast-paced, high volume work environment.  The call center receives approximately 9,000 calls per week from customers and their representatives. 

DOR/CSS utilizes a hybrid work model where employees work both in-office and remotely, depending on operational needs.  Entry-level candidates may be required to work in-office with greater regularity.  However, all candidates must ensure they have the appropriate work environment for telework, including but not limited to, connectivity, and resource access to conduct their job duties while remote. Candidates must be able to work effectively both in-office and in an isolated setting. Candidates must be organized, highly disciplined, conscientious, motivated, and able to perform in a fast-paced environment.  Candidates must be available to travel to their officially designated work location with as little notice as the same workday should an exigent circumstance arise.

Duties:

• Provides quality service to customers and their representatives by responding to inquiries received at the call center and researching on-line case records in order 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 customer conversation, referring the customer 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 the validity of account information, communicating with involved parties to gather information, securing supporting documentation to initiate changes, making necessary adjustments to customer profile data and documenting activities and customer interactions to ensure the accuracy and confidentiality of case records.
• Works as an individual in a team setting, having the ability to multi-task in a fast paced environment and maintain a high service level, while maintaining quality and professionalism.

Preferred Qualifications:

• Strong verbal communication skills.
• Experience in customer relations.
• Ability to accurately gather and record information by questioning individuals, reviewing records and documents.
• Ability to evaluate information and to make appropriate recommendations.
• Ability to maintain accurate records.
• Ability to communicate effectively both orally and in writing.
• Ability to exercise discretion in handling confidential information.
• Ability to establish rapport and to collaborate with others in order 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.

An external candidate recommended for a position with the Department of Revenue will be subject to a background check that includes checks for: state and federal tax compliance; child support compliance; education verification; Massachusetts CORI checks; criminal background checks in state(s) of current and previous residence/employment; validation of eligibility to work in the United States; and national fingerprint-based criminal background checks.