UI Customer Service Rep. 1- TLB

UI Customer Service Representative 1

We are looking for conscientious people to join the Customer Service Representative Team. The candidates in this role, under general supervision, will perform a wide range of duties providing customer service to the general public and external customers regarding the unemployment insurance program (UI). They will provide information and services targeted to meet customer expectations. Individuals in this role may resolve complicated issues involving customer service and / or research governing policies, procedures or laws to respond to clients or visitors. A thorough approach to work will be required because some duties may be complex in nature and may involve access to confidential information.

This job offers candidates the opportunity to work in the UI Customer Service Unit at the Georgia Department of Labor headquarters in downtown Atlanta. This offer is time-limited based on the needs of the Agency and funding availability. All applicants must complete an approximately 10 minutes assessment as part of the application process.

Essential Function and Responsibilities :

• Provides technical assistance by answering incoming calls and responding to emails from customers regarding the unemployment insurance program. Provides answers to questions, handles complaints, troubleshoots problems, and routes calls.
• Utilizes skills and expertise to evaluate claim information and issues in order to resolve customer inquiries.
• Develops and applies knowledge of UI policies, procedures and law.
• Meets productivity and performance targets in accordance with established goals, guidelines, and procedures.
• Performs research, prepares written correspondence or verbally communicates information within established timeframes. Secures facts necessary to evaluate claim information, determine need, and provide consultative solutions to resolve and / or handle customer inquiries.
• As a team member, takes a stable approach and ownership of work by providing clear and accurate communication to customers, anticipating problems or questions, and escalating issues as needed. Follows up with customer to maintain service level.
• Assists management in identifying and monitoring technical issues reported by claimants, employers, and general public.
• Attends and participates in staff meetings, training sessions, or other meetings as directed by the Supervisor.
• Exhibits strong soft skills.
• Performs other duties as assigned. Position may initially include remote work.

Agency Required Minimum Qualification :

Required Skills / Abilities :

Why Should You Apply?

The State of Georgia and Georgia Department of Labor offers a generous benefit program with a wide variety of available choices :

Additional Information :

Because of the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered, but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification. This posting may close at any time prior to the posted close date, once a suitable applicant pool is identified. The hiring process may involve one or more of the following : an interview, a timed written exercise, and / or an oral presentation. If there is a need for a reasonable accommodation during the hiring process, please advise the hiring manager. All decisions concerning the employment relationship for qualified applicants will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with the Georgia Department of Labor values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law. Please complete the application in its entirety. Your attached resume does not replace an incomplete work experience submission.