UI Customer Service Rep. 1- TLB

State of Georgia•Atlanta, GA

30d•$42,000

About The Position

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: https://assessment.predictiveindex.com/bo/ffo/Customer_Service Applicants who fail to complete the assessment will not be considered.

Requirements

2 years customer service experience
1-2 years of inbound, call center experience
Excellent customer services skills with an orientation towards problem resolution
Comfortable working individually or be a cooperative part of a larger team
Pragmatic approach and accountability for performance and results
Strong communications skills including listening, verbal, and written communication
Ability to follow guidelines and procedures
Ability to pay attention to detail
Proficient computer skills with the ability to use applications including Microsoft Office
High school diploma/GED and one (1) year of experience communicating information in a customer service setting are required.

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.