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Customer Care Specialist

Harris County (TX)

Houston, TX

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JOB DETAILS
SALARY
SKILLS
Administrative Skills, Child Support, Compensation and Benefits, Content Management, Customer Support/Service, Customer/Consumer Behavior, Data Analysis, Data Entry, Data Quality, Database Administration, Database Technology, Documentation, Documentation Standards, Editing, Employee Assistance Plan, Employee Benefits, Engineering Change Management, Fax Machines, File Maintenance, File Management, Flexible Spending Accounts, Health Plan, Healthcare, High School Diploma, Insurance, Life Insurance, Mail Processing, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Needs Assessment, Operational Support, Organizational Skills, Prepare Correspondence, Printing, Quality Control, Quality Metrics, Record Keeping, Regulations, Spreadsheets, Support Documentation, Team Player, Technical Support, Telephone Skills, Time Management
LOCATION
Houston, TX
POSTED
2 days ago
Salary: $21.53 Hourly
Location : Houston, TX
Job Type: Regular Full-time
Job Number: 16719
Department: Domestic Relations Office
Opening Date: 05/18/2026
Closing Date: 6/18/2026 11:59 PM Central

Position Description
Duties and Responsibilities:
  • Case Initiation, Customer Service, and Case Processing - Perform routine to complex case initiation and child support technical supportfor the ICSS Program in the ChAMP System. Research court orders, process INFGs and CEIGs, ensure all members have only one identification number, and open full-service cases within five (5) business days and registry-only cases within two (2) business days of notification. Respond to moderately complex telephone inquiries regarding child support and parenting time cases. Answer and screen customer calls courteously, following departmental procedures. Provide case status updates, payment information, explain policies and procedures, and refer clients to appropriate agencies or staff as needed. Conduct outreach to noncustodial parents, custodial parents, attorneys, and customers via phone, email, DocuSign, or mail. Enter, update, and retrieve case information using the ChAMP System. Conduct introductory calls and generate pay records upon request.
  • Case Monitoring, Eligibility Review, and Database Management - Review incoming applications, determine eligibility, and initiate cases while ensuring quality control standards are met. Review DEEDS, TIERS, and other databases, to identify necessary data and maintain accurate case records and documentation. Notify appropriate departments of case status and assigned case numbers within required time frames.
  • Document Preparation, Scanning, and Mail Processing - Prepare, assemble, scan, index, and upload documents in accordance with Enterprise Content Management (ECM) guidelines. Verify case information and ensure documents are properly linked and assigned within ChAMP. Process all incoming and outgoing mail and faxes daily, including sorting, scanning, indexing, stamping, and distributing per policy. Monitor postage meter to maintain an adequate balance. Ensure all paper documents have been properly scanned, available in ChAMP, and shred when appropriate. Retrieve unidentifiable state-level documents and assign to appropriate staff for review.
  • Task Tracking, Reporting, and File Management - Maintain and update spreadsheets and reports daily to track case progress, overdue tasks, and timely processing requirements. Prepare routine and periodic reports for management as assigned and perform other related duties necessary to support office operations. Route and distribute case files according to departmental procedures.
  • Administrative Support and Documentation - Prepare correspondence and emails. Deliver or retrieve documents from the Domestic Relations Office and other County departments and buildings, as needed. Maintain a clean, organized reception area and ensure the lights are on and entrance door is unlocked during office hours. Monitor customer behavior in waiting area to ensure a professional environment. Record specific daily data on customer's requests, appointments, and referrals. Thoroughly document all case activities in ChAMP while following documentation standards and confidentiality requirements.
Harris County is an Equal Opportunity Employer

If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements
All applicants must register and take the HRT Clerical Skills Test and score a minimum of 80%.



Please see testing instructions in the General Information section below.
Education and Experience:
  • High School Diploma or G.E.D. equivalent from an accredited educational institution.
  • Two (2) years full-time customer service, receptionist, secretarial or child support experience required.
Knowledge, Skills, and Abilities:
  • Proficient use of Microsoft Office applications.
  • Ability to learn and become proficient in various software and web applications.
  • Ability to work alone and as a team player.
  • Excellent time management skills.
  • Accurate data entry skills.
  • Attentive to details.
  • Consistent and reliable attendance.
NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
General Information
Register Online for the HRT Clerical Skills Test using the following link:

  • Click the above link to the HRT Clerical Skills Test registration page.
  • Click on "Apply" to submit your request for testing.
  • You will receive a test invitation and instructions via e-mail within 48 hours.
  • You will haveno more than 5 business daysto access and complete testing.
  • Your score will be automatically uploaded to your application.
  • The test may be taken once every 30 days.
  • Most recent test scores are retained for up to 6 months.
Position Type and Typical Hours of Work:
  • Regular Full-time
  • Monday - Friday | Eight (8) hours a day
    • Start time is between 7:30 a.m. and 8:00 a.m.
Salary:
  • $21.53 Hourly
  • Based on 26 Pay Periods
    • Plus, benefits
Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

HARRIS COUNTY EMPLOYEE BENEFITS

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.
The following benefits are offered only to Harris County employees in regular (full-time) positions:
Health & Wellness Benefits
  • Medical Coverage
  • Dental Coverage
  • Vision Coverage
  • Wellness Plan
  • Life Insurance
  • Long-Term Disability (LTD) Insurance
  • Employee Assistance Program (EAP)
  • Healthcare Flexible Spending Account
  • Dependent Care Flexible Spending Account
Paid Time Off (PTO)
  • Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
  • Eleven (11) County-observed holidays
  • One (1) floating holiday per year
  • Paid Parental Leave*
  • Sick Leave
Retirement Savings Benefit
  • 457 Deferred Compensation Plan
The following benefits are available to Harris County employees in full-time and select part-time positions:
  • Professional learning & development opportunities
  • Retirement pension (TCDRS defined benefit plan)
  • Flexible work schedule*
  • METRO RideSponsor Program*


* Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas.
In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County Benefits & Wellness website:
01

Which of the following best describes your highest level of education completed as it relates to this position?
  • High School or GED diploma
  • Associates Degree
  • Bachelor's Degree
  • Master's Degree or higher
  • None of the above

02

Which of the following best describes your verifiable full-time years of customer service, receptionist, secretarial or child support experience? (To be considered, qualifying experience must be documented in your application's employment history)
  • Less than two (2) years
  • Two (2) years but less than three (3) years
  • Three (3) years but less than four (4) years
  • Four (4) years or more
  • I do not have this experience

03

Which of the following describes your level of proficiency using a personal computer and common office software such as MS Office Suite (Word, Excel, PowerPoint, and Outlook). Please select your level of proficiency based on the following descriptions:Advanced:A person with this level of skills is able to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements; a wide range of graphic effects, and use advanced techniques for analyzing and manipulating data. Has full mastery of Macro commands and skills to tie the objects together into a cohesive system by using Macros and Visual Basic for Applications code. Makes interactive presentations by using hyperlinks and action buttons.Intermediate:A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports. Understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel. Able to use complex query techniques, create efficient forms and reports, and create Macros to automate these forms. Makes interactive presentations by using hyperlinks and action buttons.Basic:A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup. Has the ability to enter and correct data, modify a workbook, format a worksheet, and use printing functions. Understands the different database concepts and structures and is familiar with data validation and is able to create a simple presentation in PowerPoint, run it, and print it.Entry Level:A person with this level of skills has the ability to open, create, save and modify documents in Word, send and receive email in Outlook and create spreadsheets in Excel. Format documents for printing, comfortable using the printer menu to preview documents. Has ability to change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.
  • Advanced
  • Intermediate
  • Basic
  • Entry Level
  • Not proficient

Required Question

About the Company

H

Harris County (TX)