Child Support Enforcement Division

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, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management.

Vision Statement

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 Enforcement Division is to make a difference in the lives of children by enforcing the financial responsibilities of parenthood. Effective child support enforcement is an essential part of the larger effort by the Commonwealth and the federal government to promote families’ economic self-sufficiency.

Position Description:

The CSE 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.

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 enforcement activities, resolve issues, and facilitate understanding of federal and state laws, rules, regulations and agency policies governing the Child Support Enforcement 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.