Share this Job

Title:  OCS Contact Center Specialist

Application Deadline Date:  12/05/2022
Req ID:  44428
Department:  Children and Families

Waterbury, VT, US

Position Type:  Permanent
Schedule Type:  Full Time
Hourly Rate:  $22.29


We are searching for a friendly and highly analytical Contact Center Specialist to join our Customer Service Unit (CSU). Candidates 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. Candidates must demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be willing to go the extra mile to ensure customer satisfaction. 


Examples of Work
•    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

Employees in this class may be confronted by clients who present as difficult and challenging. Duties are normally performed in a standard office setting. We strive to create an environment that allows individuals to discover their potential and achieve their professional and personal goals. The Office of Child Support (OCS) supports a hybrid work environment and unique to this position upon successful completion of a six-month probationary period, employees may work with their supervisor to create a schedule that aligns with the business needs of the unit. We believe a hybrid work environment promotes autonomy and allows for increased flexibility and greater work/life balance.

Who May Apply

This position, OCS Contact Center Specialist (Job Requisition #44428), is open to all State employees and external applicants.
If you would like more information about this position, please contact
Resumes 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

High School diploma or equivalent AND three (3) 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.


Completion of a one-year vocational/technical training program in business and office occupations or related area AND 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.


Associate's degree OR two years or more of full-time college coursework 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.

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
  • Dental Plan at no cost for employees and their families
  • Flexible Spending healthcare and childcare reimbursement accounts
  • Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
  • Work/Life balance: 11 paid holidays each year and a generous leave plan; many jobs also allow for a flexible schedule
  • Low cost group life insurance
  • Tuition Reimbursement
  • 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.

Nearest Major Market: Barre
Nearest Secondary Market: Montpelier