What are the responsibilities and job description for the Client Services Representative position at County of Kent?
Job Responsibilities
Applicants who are selected to move forward will receive an email with instructions regarding the next steps in our employment process. Please monitor the email address you included on your employment application for further instructions (including junk/spam folders)*
Remote flexibility options possible after 6 months of employment.
The Kent County Friend of the Court serves the Court and families of Kent County through fulfillment of our statutory duties to ensure children are supported both financially and emotionally. We enforce child support, custody and parenting time, monitor accounts and prepare recommendations for the Court regarding custody, parenting time and child support.
We are seeking a qualified individual to join our team. You will work in a high-volume call center, answering client questions as a first point of contact while minimizing client call wait times. You will also provide information face to face and via email correspondence. You will navigate a number of databases and computer systems to answer questions and will develop a comprehensive knowledge of FOC policies and procedures and case processing requirements. You will also perform other duties as assigned.
We are looking for someone who can communicate clearly and concisely, providing excellent customer service to a diverse clientele. This is a challenging position which requires the ability to respond appropriately to frustrated and emotional clients while maintaining professionalism and to explain complicated systems, calculations and processes while answering a high volume of client calls.
Positions will work a schedule of Monday-Friday 8:00am-4:30pm.
Minimum Qualifications
High school graduate or equivalent combined with one year experience in customer service.
Desire experience in a financial institution, a court setting or a high volume call center.
Successful candidate must have excellent telephone communications skills and thorough working knowledge of principles and practices of customer service. The ability to work in a high volume, high stress environment is required.
Additional Information
*Notices will come via email so please be sure to monitor the email address indicated on your application*
Don't take our word for it that Kent County is a great place to work and thrive.
Don't take our word for it that Kent County is a great place to work and thrive.
Kent County Human Resources
Benefit Summary
TPOAM
Full-Time
Effective January 1, 2024
Medical and Prescription Plans/Health Care Premium
Health Care Providers – BCBS Wellness PPO, Blue Care Network HMO or BCMS Wellness High Deductible Health Plan (HDHP) with Health Savings Account (HSA)
Prescription Provider – Capital Rx
PPO or HMO: 20% of total healthcare premium per month – pretax
HDHP w/ HSA: 15% of total healthcare premium per month – pretax
HSA – One-time new enrollment County contribution of $1,000 single or $2,000 family,
max HSA contribution $4,150 single / $8,300 family
Eligible for wellness incentives by completing program requirements through Virgin Pulse.
Medical benefits effective first day of the month after hire.
BENEFIT ELECTION FORM MUST BE RETURNED TO
HUMAN RESOURCES WITHIN 4 DAYS OF HIRE.
Dental Plan - Varipro
Class I – 100% of incurred charges (2 cleanings and 1 x-ray per person, per year)
All other Services – 50% of reasonable costs (including Orthodontics)
Up to $2,500 annually per family
Vision Plan - VSP
No charge for WellVision Exam; $20 materials co-pay or up to $60 co-pay for contact fitting with participating doctors
Life Insurance
$50,000 County paid Term Life Insurance
Supplemental Life Insurance/Dependent Life Insurance
Self-pay in increments of $5,000; Minimum-$15,000/Maximum-$450,000
Spouse term life = $25,000, Child term life = $10,000
Flexible Spending - Varipro
Pre-tax contributions for Health and Dependent Care - not eligible for Health Flexible Spending if you are in the HDHP plan
Vacation Leave
6 hours 40 minutes each month – after initial month of hire (0-3 years)
See union contract for further details
Sickness & Accident Plan
1st day of injury or hospitalization or 8th day of illness
67% of gross wages; 26 week benefit
Eligible 1st of the month following date of hire
Long-Term Disability
60% of wages up to age 65; waiting period 180 days
Holidays
11 Scheduled Holidays
(8 Hours pay at regular straight time rate)
Paid Time Off
Pro-rated amount of 80 hours based on number remaining months in the year at time of hire.
80 hours on the payroll at start of the year.
May accumulate up to 120 hours
Unused paid time off in excess of 120 hours will be added to the employee's reserve sick leave bank up to 182 hours. Hours in excess of 182 will be placed in employee’s retirement bonus bank.
Paid Parental Leave
80 hours of paid time off for birth of a child or temporary placement of the child for adoption. Eligible the 1st of the month following date of hire, runs concurrently with FMLA
Probation Period
First 6 months of employment
Shift Differential
$0.50 per hour for regularly scheduled shifts beginning at 2:00 PM or later
Weekend Differential
$0.50 per hour for regularly scheduled shifts beginning at 11:00 PM Friday and ending at 7:00 AM Monday
Overtime
1 1/2 times regular straight-time rate for hours worked in excess of 40 hours per week
Merit Increases
See contract for merit levels
Tuition Reimbursement
$365 per credit hour; maximum of 9 credit hours per year (see policy for eligibility)
Mileage
Published IRS Rate
Deferred Compensation
Enrollment first of each month with a minimum investment of $25 per pay period
Retirement/Defined Pension
Mandatory participation in a Contributory Defined Benefit Pension Plan.
Employee contribution is 9.21% of pre-tax earnings
Retirement Bonus Bank
Employees who retire under the Kent County Retirement Plan (other than a deferred retirement) will receive pension service credit for all hours in their Retirement Bonus Bank at the time of retirement.
Supplement to Medical Benefits Premium
Based on years of service, employees may be eligible for a medical benefits premium supplement.
Kent County Human Resources
Benefit Summary
TPOAM
Part-Time
Effective January 1, 2024
Medical and Prescription Plans/Health Care Premium
Eligible to purchase at a group rate, less $35.00 per pay period contribution paid by the County. Eligible for wellness incentives by completing program requirements through Virgin Pulse.
Dental Plan
Not eligible
Vision Plan
Not eligible
Life Insurance
Not eligible
Supplemental Life Insurance
Not eligible
Flexible Spending - Varipro
Pre-tax contributions for Health and Dependent Care - not eligible for Health Flexible Spending if you are in the HDHP plan???????
Vacation Leave
4 hours 50 minutes each month – after initial month of hire (0-3 years)
See union contract for further details???????
Sickness & Accident Plan
1st day of accident or 8th day of illness
67% of gross wages; 26 week benefit
Eligible 1st of the month following date of hire
Long Term Disability
60% of wages; waiting period 180 days
Holidays
4 Hours pay at regular straight time rate for each recognized holiday
Paid Time Off
Pro-rated amount of 40 hours based on number remaining months in the year at time of hire.
40 hours on the payroll at start of the year.
May accumulate up to 120 hours
Unused paid time off in excess of 120 hours will be added to the employee's reserve sick leave bank up to 182 hours. Hours in excess of 182 will be placed in employee’s retirement bonus bank.
Probation Period
First 9 months of employment
Shift Differential
$0.50 per hour for regularly scheduled shifts beginning at 2:00 PM or later
Weekend Differential
$0.50 per hour for regularly scheduled shifts beginning at 11:00 PM Friday and ending at 7:00 AM Monday
Overtime
1 1/2 times regular straight-time rate for hours worked in excess of 40 hours per week
Merit Increases
See contract for merit levels
Tuition Reimbursement
Not eligible
Mileage
Published IRS Rate
Deferred Compensation
Enrollment first of each month with a minimum investment of $25 per pay period
Retirement/Defined Pension
Mandatory participation in a Contributory Defined Benefit Pension Plan.
Employee contribution is 9.21% of pre-tax earnings
Retirement Bonus Bank
Employees who retire under the Kent County Retirement Plan (other than a deferred retirement) will receive pension service credit for all hours in their Retirement Bonus Bank at the time of retirement
Supplement to Medical Benefits Premium
Based on years of service, employees may be eligible for a medical benefits premium supplement.
Benefit Summary
TPOAM
Full-Time
Effective January 1, 2024
Medical and Prescription Plans/Health Care Premium
Health Care Providers – BCBS Wellness PPO, Blue Care Network HMO or BCMS Wellness High Deductible Health Plan (HDHP) with Health Savings Account (HSA)
Prescription Provider – Capital Rx
PPO or HMO: 20% of total healthcare premium per month – pretax
HDHP w/ HSA: 15% of total healthcare premium per month – pretax
HSA – One-time new enrollment County contribution of $1,000 single or $2,000 family,
max HSA contribution $4,150 single / $8,300 family
Eligible for wellness incentives by completing program requirements through Virgin Pulse.
Medical benefits effective first day of the month after hire.
BENEFIT ELECTION FORM MUST BE RETURNED TO
HUMAN RESOURCES WITHIN 4 DAYS OF HIRE.
Dental Plan - Varipro
Class I – 100% of incurred charges (2 cleanings and 1 x-ray per person, per year)
All other Services – 50% of reasonable costs (including Orthodontics)
Up to $2,500 annually per family
Vision Plan - VSP
No charge for WellVision Exam; $20 materials co-pay or up to $60 co-pay for contact fitting with participating doctors
Life Insurance
$50,000 County paid Term Life Insurance
Supplemental Life Insurance/Dependent Life Insurance
Self-pay in increments of $5,000; Minimum-$15,000/Maximum-$450,000
Spouse term life = $25,000, Child term life = $10,000
Flexible Spending - Varipro
Pre-tax contributions for Health and Dependent Care - not eligible for Health Flexible Spending if you are in the HDHP plan
Vacation Leave
6 hours 40 minutes each month – after initial month of hire (0-3 years)
See union contract for further details
Sickness & Accident Plan
1st day of injury or hospitalization or 8th day of illness
67% of gross wages; 26 week benefit
Eligible 1st of the month following date of hire
Long-Term Disability
60% of wages up to age 65; waiting period 180 days
Holidays
11 Scheduled Holidays
(8 Hours pay at regular straight time rate)
Paid Time Off
Pro-rated amount of 80 hours based on number remaining months in the year at time of hire.
80 hours on the payroll at start of the year.
May accumulate up to 120 hours
Unused paid time off in excess of 120 hours will be added to the employee's reserve sick leave bank up to 182 hours. Hours in excess of 182 will be placed in employee’s retirement bonus bank.
Paid Parental Leave
80 hours of paid time off for birth of a child or temporary placement of the child for adoption. Eligible the 1st of the month following date of hire, runs concurrently with FMLA
Probation Period
First 6 months of employment
Shift Differential
$0.50 per hour for regularly scheduled shifts beginning at 2:00 PM or later
Weekend Differential
$0.50 per hour for regularly scheduled shifts beginning at 11:00 PM Friday and ending at 7:00 AM Monday
Overtime
1 1/2 times regular straight-time rate for hours worked in excess of 40 hours per week
Merit Increases
See contract for merit levels
Tuition Reimbursement
$365 per credit hour; maximum of 9 credit hours per year (see policy for eligibility)
Mileage
Published IRS Rate
Deferred Compensation
Enrollment first of each month with a minimum investment of $25 per pay period
Retirement/Defined Pension
Mandatory participation in a Contributory Defined Benefit Pension Plan.
Employee contribution is 9.21% of pre-tax earnings
Retirement Bonus Bank
Employees who retire under the Kent County Retirement Plan (other than a deferred retirement) will receive pension service credit for all hours in their Retirement Bonus Bank at the time of retirement.
Supplement to Medical Benefits Premium
Based on years of service, employees may be eligible for a medical benefits premium supplement.
Kent County Human Resources
Benefit Summary
TPOAM
Part-Time
Effective January 1, 2024
Medical and Prescription Plans/Health Care Premium
Eligible to purchase at a group rate, less $35.00 per pay period contribution paid by the County. Eligible for wellness incentives by completing program requirements through Virgin Pulse.
Dental Plan
Not eligible
Vision Plan
Not eligible
Life Insurance
Not eligible
Supplemental Life Insurance
Not eligible
Flexible Spending - Varipro
Pre-tax contributions for Health and Dependent Care - not eligible for Health Flexible Spending if you are in the HDHP plan???????
Vacation Leave
4 hours 50 minutes each month – after initial month of hire (0-3 years)
See union contract for further details???????
Sickness & Accident Plan
1st day of accident or 8th day of illness
67% of gross wages; 26 week benefit
Eligible 1st of the month following date of hire
Long Term Disability
60% of wages; waiting period 180 days
Holidays
4 Hours pay at regular straight time rate for each recognized holiday
Paid Time Off
Pro-rated amount of 40 hours based on number remaining months in the year at time of hire.
40 hours on the payroll at start of the year.
May accumulate up to 120 hours
Unused paid time off in excess of 120 hours will be added to the employee's reserve sick leave bank up to 182 hours. Hours in excess of 182 will be placed in employee’s retirement bonus bank.
Probation Period
First 9 months of employment
Shift Differential
$0.50 per hour for regularly scheduled shifts beginning at 2:00 PM or later
Weekend Differential
$0.50 per hour for regularly scheduled shifts beginning at 11:00 PM Friday and ending at 7:00 AM Monday
Overtime
1 1/2 times regular straight-time rate for hours worked in excess of 40 hours per week
Merit Increases
See contract for merit levels
Tuition Reimbursement
Not eligible
Mileage
Published IRS Rate
Deferred Compensation
Enrollment first of each month with a minimum investment of $25 per pay period
Retirement/Defined Pension
Mandatory participation in a Contributory Defined Benefit Pension Plan.
Employee contribution is 9.21% of pre-tax earnings
Retirement Bonus Bank
Employees who retire under the Kent County Retirement Plan (other than a deferred retirement) will receive pension service credit for all hours in their Retirement Bonus Bank at the time of retirement
Supplement to Medical Benefits Premium
Based on years of service, employees may be eligible for a medical benefits premium supplement.
- The above is a summary of benefits. For specific benefits information consult the collective bargaining agreement and the summary plan descriptions.
Salary : $2,500
