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The Customer Service Unit was implemented in conjunction with the introduction of the Automated Assistance Line (AAL). The unit's Customer Service Specialists and Automated Assistance Line provide enhanced service delivery to customers calling the Division of Child Support Services.
The unit is currently staffed with two co-supervisors and approximately twenty Customer Service Specialists who receive 500 to 700 phone calls daily. The unit's goal is to resolve customer issues and on average, 80% of the cases are resolved.
The Automated Assistance Line provides payment and general information about child support services, 24 hours a day, 7 days a week. Clients can access basic account information updated on a daily basis by simply keying in their case number. For questions not answered by the automated line, Customer Service Specialists are available to research cases and answer questions during normal business hours, Monday through Friday, 8:30 AM to 4:00 PM.
Currently, the Customer Service Unit answers all incoming calls from clients who wish to speak with an agency representative. Issues that require further research are referred to the appropriate caseworker. The Customer Service Unit also researches and responds to written inquires to the Division.