OCS Contact Center Specialist

State of Vermont • Waterbury, VT

7d

About The Position

Office of Child Support Contact Center Specialists require extensive customer service skills including patience, empathy, de-escalation skills and the ability to multitask proficiently withinmultiple computer systems simultaneously to deliver information in an accurate and professional manner while documenting cases appropriately. The position may encounter angry and emotional customers.

This position will:

Assist customers in processing online payments.
Advise custodial parents, generally, on procedures for securing or enforcing child support orders, non-custodial parents on their payment obligations and assists employers with wage withholding, remittance and medical support instructions according to state and federal law.
Advise other OCS sections on needed adjustments of individual cases.
Assist the supervisor in providing training to new Contact Center Specialists.
Perform related duties as required.
Who May ApplyThis position, OCS Contact Center Specialist (Job Requisition #54663), is open to all State employees and external applicants. If you would like more information about this position, please contact Shannon Hill at [e-mail] will not be accepted via e-mail. You must apply online to be considered.

AHS BACKGROUND CHECKS: Candidates must pass any level of background investigation applicable to the position.  In accordance with AHS Policy 4.02, Hiring Standards, Vermont and/or national criminal record checks, as well as DMV and adult and child abuse registry checks, as appropriate to the position under recruitment, will be conducted on candidates, with the exception of those who are current classified state employees seeking transfer, promotion or demotion into an AHS classified position or are persons exercising re-employment (RIF) rights.Class DefinitionThe work of a OCS Contact Center Specialist impacts the lives of children and families across the State of Vermont and potentially nationally and internationally. The Office of Child Support is federally mandated to provide holistic, family-centered, trauma-informed services. Thus, in this role, impartiality, equity, empathy, and procedural justice are key. Furthermore, Child support law is challenging and ever-changing. It requires adaptability, openness and flexibility. This role includes Informational, problem solving, and crisis intervention work at a paraprofessional level for the Office of Child Support Services, Department for Children and Families of the Agency of Human Services. All employees of the Agency of Human Services adhere to four key practices: customer service, holistic service, strengths-based relationships and results orientation. Assist with the administrative duties of the unit. Assist the supervisor of the customer response unit and be available for questions from other representatives when the supervisor is unavailable. Duties are performed under the supervision of the Child Support Customer Services Supervisor.
Environmental FactorsDuties are performed in a standard office setting with most time being spent on the telephone. Conversations with hostile and emotionally distraught people may be expected.

Requirements

• Associate's degree in administration, business or office related fields.
• Completion of a vocational/technical training program in business, office occupations or related area AND one (1) year or more of office clerical experience INCLUDING record keeping or working with data bases AND one (1) year or more of direct client contact.
• Two (2) years or more of office clerical experience INCLUDING record keeping or working with data bases AND one (1) year or more of direct client contact.

Responsibilities

• Assist customers in processing online payments.
• Advise custodial parents, generally, on procedures for securing or enforcing child support orders, non-custodial parents on their payment obligations and assists employers with wage withholding, remittance and medical support instructions according to state and federal law.
• Advise other OCS sections on needed adjustments of individual cases.
• Assist the supervisor in providing training to new Contact Center Specialists.
• Perform related duties as required.
• Assist with the administrative duties of the unit.
• Assist the supervisor of the customer response unit and be available for questions from other representatives when the supervisor is unavailable.

Benefits

• 80% State paid medical premium and a dental plan at no cost for employees and their families
• Work/Life balance: 11 paid holidays each year and a generous leave plan
• State Paid Family and Medical Leave Insurance (FMLI)
• Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
• Tuition Reimbursement
• Flexible spending healthcare and childcare reimbursement accounts
• Low cost group life insurance
• Incentive-based Wellness Program
• Qualified Employer for Public Service Student Loan Forgiveness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree