Customer Service Quality Surge Specialist-Work From… at SMI · San…

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CUSTOMER SERVICE QUALITY SURGE SPECIALIST-Work From Home-(Full Time)

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 reviewing and evaluating interactions by Customer Service Surge Representatives to ensure every customer interaction—whether by phone or chat—meets the high standards of accuracy and professionalism required for complex child support inquiries. You will act as a guardian of service quality, monitoring Customer Service Surge Representative (CSR) performance and identifying areas for improvement to support the well-being of children and families to ensure each interaction is adhering 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 aligned with the company’s strategy.
• Perform regular and random audits of recorded calls and chats to evaluate CSR adherence to federal and state child support policies, legal protocols, and agency standards.
• Review case actions taken by CSRs in automated systems to ensure accurate data entry, proper documentation, and consistent application of complex child support rules.
• Provide constructive, actionable coaching to CSRs based on evaluations to improve their communication skills, technical accuracy, and ability to handle hostile or difficult inquiries.
• Identify recurring issues or knowledge gaps from audits and prepare detailed reports for management to drive process improvements and targeted training initiatives.
• Facilitate regular calibration sessions with supervisors and other stakeholders to ensure objective and consistent evaluation standards across the team.

Desired Knowledge and Abilities

Knowledge of:

• Audit and quality assurance principles and practices
• Familiarity with Child Support and SDU policies and procedures
• Techniques for record keeping
• Translating audit findings into constructive, empathetic feedback for CSRs to improve their performance.

Ability to:

• Maintain accurate and interrelated quality records
• Work independently with little direction and 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 tasks effectively
• Train and assess the performance of staff
• Maintain confidentiality 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 two years of previous experience in quality assurance, call monitoring, auditing, customer service, 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:

Must be fluent in English

Computer Skills:

• Skills in using standard computer accessories such as keyboards, mice, and 10—key-pad to facilitate seamless navigation of case management systems.
• Knowledge in software applications including Microsoft Word, Excel, and various other Windows programs.

Salary: $48,000.00 annually

Must reside in San Antonio, TX for consideration

Perks:

• We provide the equipment

• Work from home!

• Paid training

• Set schedule: Monday - Friday between 8:00am CT- 6:00pm CT

• Accrue PTO starting day 1 

• Benefits effective after 30 days of employment

• 401(k) - Employer contribution after 1 year

• Gym Membership Reimbursements

• Career Growth Opportunities

• Exciting, Fun and Supportive Virtual Work Environment

• Coworkers Who Feel Like Family

We are an Equal Opportunity Employer. We are a Drug Free Workplace. #WeHireVets-Spouse #WelcomeVets