OCS Contact Center Specialist

Overview Office of Child Support Contact Center Specialists require extensive customer service skills including patience, empathy, de-escalation skills and the ability to multitask proficiently within multiple computer systems simultaneously to deliver information in an accurate and professional manner while documenting cases appropriately. The position may encounter angry and emotional customers. Assists 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. Advises other OCS sections on needed adjustments of individual cases. Assists the supervisor in providing training to new Contact Center Specialists. Related duties as required.

Who May Apply This position, OCS Contact Center Specialist (Job Requisition #55028), is open to all State employees and external applicants.

If you would like more information about this position, please contact shannon.hill@vermont.govResumes will not be accepted via e-mail. You must apply online to be considered.

Please note that multiple positions in the same work location may be filled from this job posting.

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.

Environmental Factors Duties 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. Minimum Qualifications 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. OR 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. OR Associate's degree in administration, business or office related fields. Total Compensation As a State employee you are offered a great career opportunity, but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation, including: 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 Want the specifics? Explore the Benefits of State Employment on our website.

Equal Opportunity Employer The State of Vermont celebrates diversity, and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds, perspectives, and skills. The State does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, membership in an employee organization, family medical history or genetic information, or family or parental status. The State's employment decisions are merit-based. Retaliatory adverse employment actions by the State are forbidden.