Job Details

Customer Service Representative

Position Description


Duties and Responsibilities:

  • Respond to moderately complex telephone inquiries concerning child support and parenting time cases; provide case status and payment information; explain child support policies and procedures.
  • Enter, retrieve, and update child support case information on the Texas Child Support Enforcement System (TXCSES).
  • Make introductory calls on Focus on Collections and Services (FOCAS) cases as assigned.
  • Screen incoming client calls according to departmental procedures in a courteous manner.
  • When necessary, refer clients to other agencies from the referral list provided.
  • Route other calls to the appropriate staff personnel in a timely manner.
  • Ensure reception area is kept clean and organized.
  • Ensure that clients sitting in the reception area conduct themselves appropriately.
  • Make necessary client appointments and schedules.
  • Maintain specific daily data on client requests, appointments, referrals, etc.
  • Type and prepare appointment letters as necessary.
  • Prepare and assemble incoming documents for scanning according to Enterprise Content Management (ECM) guidelines.
  • Create scanned document batches.
  • Import and convert documents into usable file formats as needed.
  • Ensure, verify, and release batch information from scanning if accurate.
  • Index documents and add any necessary metadata.
  • Ensure images are properly identified and tied to the correct case metadata.
  • Ensure all paper documents have been properly scanned and are available in Virtual Case Folder (VCF). Retrieve data from state level unidentifiable folder, as needed.
  • Ensure images are assigned to the appropriate staff member for review.
  • Prepare routine or periodic reports.
  • Document, scan, and route to appropriate staff all incoming mail and facsimiles.
  • Process office mail daily.
  • All incoming mail must be stamped, sorted, scanned, indexed, and distributed daily per policy.
  • Process outgoing mail daily.
  • Monitor postage meter balance to ensure availability of funds.
  • Route and distribute all case files to the proper location according to department procedures.
  • Maintains the file room, ensuring that all documents are properly filed, and court files are in their proper location.
  • Prepare correspondence, appropriately distribute, and file documents Deliver and/or pick-up documents, reports, etc. from Domestic Relations Office and other County departments and buildings, as required.

Harris County is an Equal Opportunity Employer
If you need special services or accommodations, please call (713) 274-5445 or email

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.




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:

  • Knowledge of Microsoft Word for Windows and Windows 2000/XP required.
  • Strong communication and telephone skills.

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


Position Type and Typical Hours of Work:

  • Regular full-time
  • Monday – Friday | For eight (8) hours a day
    • Start time is between 7:30 a.m. and 8:00 a.m.


  • $18.00 Hourly
  • Based on 26 Pay Periods
    • Plus, benefits

Work Environment:

  • This job operates in a professional office environment.
  • This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines.

Physical Demands:

  • This is largely a sedentary role; however, some filing is required.
  • This would require the ability to lift files up to 10 pounds, open filing cabinets and bend or stand as necessary.

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.

Post expires at 11:59pm on Thursday February 29th, 2024