Customer Service Specialist

Dept of Health and Human Services

Social Services

Business Services Coordinator II (S)

60042465

NC09

The Customer Service Specialist position supports the Child Support Services Customer Support Unit by responding to inquiries, complaints, and requests submitted by the public, attorneys, legislative offices, partner agencies, and child support customers. The role researches issues and prepares accurate responses in alignment with program policies, using the eCustomer Service Tracking System to document and track all communications.

This position works within a high‑volume environment that processes an average of 1,400 inquiries per month and requires strong analytical review to ensure information is complete and consistent with state and federal program guidelines. The role also processes updates to the Third Party Table and contributes to the unit’s operational workflow. The position functions within the statewide IV‑D Child Support Program, which manages location, paternity establishment, support enforcement, and payment distribution activities.

The North Carolina Child Support Program operates in accordance with the Public Law 93-647, North Carolina General Statutes 110-128-141., and Federal Regulations.



Key Duties Include:
- Respond to inquiries, complaints, and requests received through written correspondence, email, phone, and online submissions.

- Research case‑specific issues and program questions using established policy guidelines to prepare accurate and complete responses.

- Document and track all incoming and outgoing communications within the eCustomer Service Tracking System (eCSTS).

- Review and analyze inquiry details to determine appropriate follow‑up actions based on state and federal Child Support program requirements.

- Process requests for additions and updates to the Third Party Table in accordance with unit procedures.

- Coordinate information with internal program staff as needed to ensure consistency in statewide responses.

- Verify accuracy of case information by reviewing available records and system data before issuing responses.

- Prioritize and manage a high‑volume workflow to meet unit expectations for response timeliness and completeness.

- Maintain clear and professional communication with customers, partner agencies, attorneys, and legislative or congressional offices.

- Uphold confidentiality standards and program compliance throughout all research, documentation, and communication activities.

Tresha Walker