This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13285042

The Kansas Department of Labor (KDOL) are recruiting talented individuals to join our team as Customer Service Representatives (Program Specialist)for the Kansas Unemployment Insurance Contact Center. These positions provide support to a fast-paced, high volume inbound call center, where you will have the opportunity to make a positive impact on the lives of individuals seeking unemployment benefits.

Duties and Responsibilities:

Support Claimants:Assist individuals with their unemployment applications, providing expert guidance and resolving inquiries empathetically and efficiently.

Technical Assistance:Ensure seamless navigation of online accounts by offering comprehensive technical support to claimants.

Proactive Customer Interactions:Use an interaction guide and ask insightful questions to fully understand claimants\' needs.

Conduct Fact-Finding Inquiries:Gather detailed information from claimants, including employment history, reasons for separation from employment, and any relevant circumstances affecting eligibility.

Record Information Accurately:Enter all gathered information into the call center software using clear, concise writing and proper grammar.

Skills, Talents & Abilities of a Customer Service Representative:

Attention to Detail:Showcase precision in handling application

materials to ensure accuracy.

Effective Communication:Demonstrate exceptional verbal and

written communication skills to engage with claimants effectively.

Multitasking Mastery:Navigate multiple computer screens,

programs, and browsers adeptly while managing customer interactions.

Professionalism and Empathy:Maintain a high level of empathy and

professionalism in every customer interaction, particularly in challenging situations.

Team Player:Collaborate effectively within a team environment

and independently manage responsibilities.

Tech Savvy:Comfortably use Windows, Outlook, and internet

browsers; willingness to learn new software tools as needed.

Basic Troubleshooting:Proficient in troubleshooting common

computer issues and knowing when to escalate for further technical support.

Outlook Expertise:Skillful in email management with knowledge of

email etiquette, file attachments, and organization.

Typing Proficiency:Demonstrate typing skills of at least 40 WPM

with 95% accuracy.

Whats in it for you:

Work-Life Balance:Enjoy predictable hours with our Monday to

Friday schedule, from 8:00 a.m. to 4:30 p.m. No evenings, weekends, or state holidays required, with occasional overtime opportunities.

Career Growth:Many of our call center team members advance

through internal promotions. Join a path where supervisors, managers, and directors started in your shoes. We prioritize your professional development and offer clear paths for advancement.

Recognition Programs:Stand out with our Employee of the Month

and Quarter programs, celebrating outstanding contributions to our team

Employee Appreciation:Your voice matters. We value your ideas

and demonstrate our appreciation for your hard work in serving the State of Kansas.

Paid Training:

Comprehensive Onboarding:Receive full-time, paid training.

Commitment to attending daily is mandatory and required throughout the program to ensure thorough preparation.

Minimum Qualifications:

Minimum of one year of verifiable experience in a customer-facing or

service-related position (relevance to be determined by the agency)

Demonstrated work history that reflects reliability, consistency,

and commitment

Typing speed of at least 40 words perminute with a minimum of 90%

accuracy

Perfect score (100%) on the agency-administered math assessment

High School Diploma or equivalent

Must be a Kansas resident at the time of employment

Must be available to attend training without interruption

Preferred Qualifications:

2-3 years in a customer service or related position

Pre-Employment Requirements:

Background screening

KDOL will provide all the equipment needed to perform the position duties, however the employee is responsible for maintaining a secure home office set up free from distractions.

When working remotely, the employee is responsible for the cost and maintaining a high-speed internet connection.Our operating systems typically demand a minimum internet speed of 10 Mbp

Kansas Department of Labor (KDOL)

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