OAG (Internal) - Child Support | Supervisor-Customer Engagement (Program Supervisor II) | 26-0552 | OAG Employees Only

INTERNAL OAG EMPLOYEES ONLY

Are you interested in mission-driven work? Do you enjoy helping others? Join the Office of the Attorney General’s Child Support Division (CSD) in our mission to encourage responsible parenting by promoting the involvement of both parents and ensuring children receive the support they need and deserve.

The Texas Attorney General - Child Support Division prioritizes the importance of customer service delivery excellence. Many families of Texas rely on our services to establish parentage, establish monetary and medical support obligations, and enforce and modify court ordered support. These interactions with customers can be challenging due to the sensitive and personal nature of the topics being discussed. Therefore, Customer Engagement Program Supervisors must express the highest level of empathy, seeking to truly understand both the observable and underlying intent of our customers. The Child Support Division is invested in meeting customers in the communications channels where they are reaching out, and therefore Customer Engagement Program Supervisors must be prepared to meet those customers by phone, chat, email, or other new channels as the organization evolves to satisfy customer needs and exceed expectations.

Customer Engagement Program Supervisors exhibit an understanding of the importance of customer service excellence and remain flexible and innovative in finding the best way to exceed customer expectations. They must work collaboratively with internal child support field office staff to find and execute solutions to customer inquiries. The Customer Engagement Program Supervisor is a professionalized role, with opportunities for career development in the areas of customer experience enhancement.

This position may be based in any city in Texas with an OAG Child Support Division office. Internal candidates selected will continue to report to their current worksite.

Employees of the OAG experience the challenge and honor of public service while enjoying a healthy work-life balance; developing hands-on experience; and engaging camaraderie with their colleagues across the state. The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a- Glance) along with tremendous opportunities to do important work at a large state agency making a positive difference in the lives of Texans.

Under the direction of the Office Manager, supervises child support officers and support staff including assigning and monitoring work activities, preparing and conducting performance appraisals, initiating personnel actions, resolving work related issues and participating in interviewing and hiring
Responds to moderately complex inquiries and resolves issues from agency management, government officials, attorneys, parents, advocacy and community groups and other customers
Assists the Office Manager in planning, coordinating, monitoring and directing all field office operations and activities
Monitors field office performance and takes corrective actions to achieve assigned goals and objectives
Monitors and ensures compliance with federal and state regulations, policies, procedures and standards while providing superior customer service
Assesses the validity of complaints against the IV-D program with impartiality
Reviews and maintains productions reports
Performs related work as assigned
Maintains relevant knowledge necessary to perform essential job functions
Attends work regularly in compliance with agreed-upon work schedule
Ensures security and confidentiality of sensitive and/or protected information
Complies with all agency policies and procedures, including those pertaining to ethics and integrity