Customer Service Representative III

Customer Service Representative III

The Mississippi Department of Child Protection Services has a position available within the Division of Human Resources, located at the State Office to serve as the Call Center Liaison. The Mississippi Department of Child Protection Services (MDCPS) is committed to protecting and nurturing Mississippi's at-risk children and families. MDCPS offers a variety of positions statewide, including social work positions providing case management services and working with potential foster families, supervisor positions providing clinical and administrative support, and agency support positions such as policy development, human resources, information technology, program management, training, and budgeting/finance.

Working with MDCPS will give you the chance to make a life-changing difference for Mississippi's most vulnerable children and families.

The Customer Service Representative III is responsible for delivering advanced-level customer service support that requires in-depth knowledge of departmental procedures and processes within a specific functional area. This role handles complex and non-routine customer inquiries, providing accurate information, detailed explanations, and informed guidance based on technical knowledge and experience. This position follows a standard work schedule of 8:00 a.m. to 5:00 p.m., Monday through Friday, with a one-hour unpaid lunch period.

Key Responsibilities:

• Respond to complex customer inquiries via phone, email, or other communication channels
• Research, clarify, and resolve non-routine issues independently
• Provide detailed explanations of policies, procedures, and technical processes
• Escalate issues appropriately when necessary and follow through to resolution
• Organize and prioritize daily and weekly work assignments with minimal supervision
• Maintain accurate records of customer interactions and resolutions
• Identify process improvement opportunities and provide feedback to leadership
• Perform other duties as assigned by the Director or Supervisor

What you'll need to be successful:

• Professional commitment to and genuine care for clients and the larger profession of child welfare
• Ability to triage calls of an emergent or urgent nature
• Efficient organizational and time management skills
• Strong oral and written communication skills
• Positive work ethic and professional demeanor
• Flexibility in thinking and problem-solving
• Realistic expectations regarding the challenges and complexities of the work
• Ability to function effectively in an often-unpredictable work environment
• Strong problem-solving and analytical skills
• Ability to exercise independent judgment and decision-making
• Excellent verbal and written communication skills
• Professional telephone etiquette and customer interaction skills
• Proficiency in Microsoft Office 365 (Outlook, Word, Excel, Teams)
• Ability to learn and navigate internal systems and software tools efficiently

Preferred Qualifications:

• High School Diploma or equivalent required
• 3–6 years of relevant customer service experience