The Mahoning County Board of Commissioners is seeking to hire a Customer Inquiry Support Specialist.

About the Role:

The Customer Inquiry Support Specialist provides front-line customer service for Child Support services by responding to phone and walk-in inquiries and assisting clients with case establishment, enforcement, and modification.

Researches and explains case status, enters and updates case data, processes required documentation, and communicates with clients, staff, and external agencies to support case activities.

Ensures accurate records, addresses client concerns, and directs matters to appropriate departments or supervisors when needed.

Our Vision: We envision a sustainable and inclusive community where everyone has equal opportunities to thrive and prosper, driven by collaboration and innovation.

Our Mission: Mahoning County provides responsive and dynamic services in pursuit of a thriving and equitable community for all who work, live, and visit.

Key Responsibilities:

Receive and respond to inquiries and requests for information from both phone and walk-in clients in a prompt and professional manner.

Answer inquiries by researching, investigating, and interpreting the status of the child support cases; take appropriate action to answer questions and provide information requested; assist clients with established cases.

Accept complaints over the phone and from walk-in clients regarding Child Support activities; determine specific action needed in various program areas in an attempt for resolution or seek Supervisor's assistance when necessary.

Notify appropriate department of clients in the agency for a hearing and / or appointment.

Communicate with clients, the public and other governmental and non-governmental agencies via telephone, e-mail, or written correspondence to obtain pertinent data necessary in order to properly service cases; refer cases to appropriate agency department for further action.

Provide front-line customer service to potential or current clients who wish to establish, enforce, or modify their child support case, including services to custodial and non-custodial parents, department staff, attorneys, employers, and others acting on behalf of families and children.

Enter case data from source documents, update addresses and employment. Process printout requests.

Properly complete all federally mandated and routine forms; scan documents and maintain daily spreadsheets.

Responsible for accessing the Ohio Department of Human Services (ODHS) Inner Web on a daily basis to obtain and maintain current knowledge throu

Mahoning County Board of Commissioners

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Customer Inquiry Support Specialist