OCS Contact Center Specialist

at State of Vermont in Waterbury, Vermont, United States

Job Description

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.
• Class Definition

  The 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 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.