UC Program Technician II - Customer Service - Limited Service
State of Vermont, Montpelier, VT, United States
Overview
UC Program Technician II - Customer Service – Limited Service (Job Requisition #52088)
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 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; investigating and resolving eligibility issues and applying 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, federal employees, combined wage claims, short‑term compensation claims, the 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 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.
Environmental Factors
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.
Minimum Qualifications
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.
Total Compensation
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 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
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 or mental 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.
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UC Program Technician II - Customer Service – Limited Service (Job Requisition #52088)
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 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; investigating and resolving eligibility issues and applying 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, federal employees, combined wage claims, short‑term compensation claims, the 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 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.
Environmental Factors
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.
Minimum Qualifications
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.
Total Compensation
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 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
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 or mental 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.
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