OCS Contact Center Specialist

About the role

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. Advises custodial parents on procedures for securing or enforcing child support orders, advises 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. Performs related duties as required. Duties are performed in a standard office setting with most time spent on the telephone; conversations with hostile and emotionally distraught people may be expected.

Qualifications

• Two (2) years or more of office clerical experience INCLUDING record keeping or working with databases 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 databases AND one (1) year or more of direct client contact.
• OR Associate's degree in administration, business or office related fields.

Benefits

• 80% State paid medical premium and a dental plan at no cost for employees and their families
• 12 paid holidays each year and a generous leave plan
• State Paid Family and Medical Leave Insurance (FMLI)
• Two ways to save for 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