UC Program Technician II - Customer Service - Limited Service

Overview

The Vermont Department of Labor is seeking a Program Technician II to provide customer service assistance in the unemployment call center. The Unemployment Insurance Customer Service Representatives provide specialized, professional level work involving interviewing of claimants by telephone for unemployment benefits. Duties include conducting initial and subsequent assessment of individual needs; persuading claimants to accept referrals to Career Resource Centers for reemployment services;

investigation and resolution of eligibility issues and applies adjustments to individual cases as needed. Employees in this class may train new staff and may be assigned independent projects in special program claims work including, but not limited to unemployment compensation for former service personnel, unemployment compensation for Federal employees, combined wage claims, short term compensation claims, Trade Readjustment Act and disaster unemployment assistance.

Customer Service Representatives must be able to work in stressful and sometimes emotional situations and treat the public with sensitivity, fairness, and tact.

The Vermont Department of Labor is seeking a Program Technician II to provide customer service assistance in the unemployment call center. The Unemployment Insurance Customer Service Representatives provide specialized, professional level work involving interviewing of claimants by telephone for unemployment benefits. Duties include conducting initial and subsequent assessment of individual needs; persuading claimants to accept referrals to Career Resource Centers for reemployment services;

investigation and resolution of eligibility issues and applies adjustments to individual cases as needed. Employees in this class may train new staff and may be assigned independent projects in special program claims work including, but not limited to unemployment compensation for former service personnel, unemployment compensation for Federal employees, combined wage claims, short term compensation claims, Trade Readjustment Act and disaster unemployment assistance.

Customer Service Representatives must be able to work in stressful and sometimes emotional situations and treat the public with sensitivity, fairness, and tact.

This position,
UC Program Technician II
- Customer Service
- Limited Service (Job Requisition #52088), is open to all State employees and external applicants. It is a Limited Service position, which is non-tenured and authorized for a specific period of time. Limited Service positions are established for specially funded projects or programs. Please note that multiple positions in the same work location may be filled from this job posting.

Duties are performed predominately in an office setting. Private means of travel should be available for occasional travel when appropriate. Incumbents must be adaptable and able to work within tight time limits and under considerable stress. Some evening and weekend duty may be necessary.

• Two years or more of full-time college coursework OR an associate's degree or higher AND two (2) years or more of experience at or above a technical level in program administration (such as administering components of a licensing and certification program, or records management).
• High School diploma or equivalent AND three (3) years or more of experience at or above a technical level in program administration (such as administering components of a licensing and certification program, or records management).
• One (1) year or more of experience as a Program Technician I with the State of Vermont.

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…