Responsible for receiving incoming telephone calls and providing assistance to clientele in a professional, efficient and courteous manner. Also responsible for providing exceptional customer service to the public, other County/Court department, attorneys, employers and co-workers.

All duties are done in compliance with State law and rule and meet the requirements of PACSES (Pennsylvania Child Support Enforcement System) and Domestic Relations procedures as well as local Court policies and procedures. This is a bargaining unit position.

Essential Duties and Responsibilities

• Receive and process client, and other interested parties inquiries by telephone.
• Develop and maintain a positive, professional rapport with clients, and staff members.
• Advise clients in regards to payment information and office policies and procedures.
• Maintain periodic contact with the client while the issue is outstanding.
• Ability to recognize more serious issues, requiring immediate investigation and maintaining contact with the clients throughout the process.
• Copy and forward payment records to clients.
• Ability to assess the proper time to refer the client to their enforcement worker.
• To be supportive of co-workers and the job they perform.
• Assist with special projects.
• Must provide excellent customer service to the public, other County/Court departments, attorneys, employers and co-workers.
• Complete monthly file maintenance assignments.
• Carry out required case file management system tasks to ensure ease of file location for all office workers.
• Demonstrate proficiency with general, duty-specific and duty-related portions of the PACSES system.
• Comply with all computer and office security, safety procedures and confidentiality requirements.
• Attend periodic training about PACSES, the support system or other relevant topics to enhance work performance.
• Other reasonable duties as assigned by supervisor.
• Changes may be made in this position to accommodate the needs of the office.

Essential Requirements

• Must possess a high school diploma or equivalent.
• Strong organizational and time management skills.
• Must possess effective verbal communication skills and the ability to interact in a congenial and responsible manner.
• Ability to maintain a professional demeanor at all times and deal constructively with clients in an emotionally charged setting.
• Must possess excellent customer service skills.
• Must possess excellent analytic and problem solving abilities.
• Familiarity with the operation of office equipment such as, but not limited to: computer, fax machine, copier.
• Strong analytic abilities required.
• Ability to readily adapt to change.
• Ability to work as a member of a team.
• Ability to handle large volumes of calls in a fast paced setting.
• Excellent interpersonal skills required.
• Must pass a Criminal Background Investigation.
• Must pass a Drug Test