OCS Contact Center Specialist
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 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, 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.
Requirements
- 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.
- 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.
- Associate's degree in administration, business or office related fields.
Responsibilities
- Assist customers in processing online payments.
- Advise custodial parents on procedures for securing or enforcing child support orders.
- Advise non-custodial parents on their payment obligations.
- Assist 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.
Benefits
- 80% State paid medical premium
- Dental plan at no cost for employees and their families
- 11 paid holidays each year
- Generous leave plan
- State Paid Family and Medical Leave Insurance (FMLI)
- State defined benefit pension plan
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
