Child Support Services Specialist - Call Center

Agency Overview

The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, enhance the well‑being of children by partnering with parents and caregivers to meet the financial needs of the family, and to assist Massachusetts cities and towns in sound and efficient fiscal management.

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.

The mission of the Department of Revenue’s Child Support Services Division is to enhance the well‑being of children by partnering with parents and caregivers to meet the financial needs of the family. Effective child support services are an essential part of the larger effort by the Commonwealth and the federal government to promote families' economic self‑sufficiency.

DOR/CSS's core functions are to establish parentage, and establish, enforce and modify child support and health insurance orders. Much of our success depends on collaborations with a wide variety of state agencies and private entities.

The Massachusetts Department of Revenue’s Child Support Services Division is seeking two Child Support Specialist I for the Customer Service call center.

The CSS 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.

DOR/CSS utilizes a hybrid work model where employees work both in‑office and remotely, depending on operational needs. Entry‑level candidates may be required to work in‑office with greater regularity. All candidates must ensure they have the appropriate work environment for telework, including connectivity and resource access to conduct their job duties while remote. Candidates must be able to work effectively both in‑office and in an isolated setting, be organized, highly disciplined, conscientious, motivated, and able to perform in a fast‑paced environment.

Candidates must be available to travel to their officially designated work location with as little notice as the same workday should an exigent circumstance arise.

• Provides quality service to customers and their representatives by responding to inquiries received at the call center and researching online case records to provide technical assistance, explain proposed or completed child support service activities, resolve issues, and facilitate understanding of federal and state laws, rules, regulations, and agency policies governing the Child Support Service 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 conversation, referring the issue to the appropriate regional staff for follow‑up action, and updating the customer service statistical database.
• Maintains data integrity and safeguards 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 interactions to ensure accuracy and confidentiality of case records.
• Works individually in a team setting, has the ability to multi‑task in a fast‑paced environment and maintain a high service level, while maintaining quality and professionalism.

• 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 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 collaborate with others to…