- Unemployment Call Center Representative - CS-0301-05
- Unemployment Call Center Representative - CS-0301-07
- Unemployment Call Center Representative - CS-0301-09
Unemployment Call Center Representative
Pay Grade: CS-0301-05
Job Family: General Administrative, Clerical, and Office Services
Service Type: Administrative and Management
FLSA Status: Non-Exempt
Job Summary
Under general supervision, provides unemployment information and support for residents of the District of Columbia in a high-volume call distribution center and ensures that customer concerns are addressed in a timely, efficient and accurate manner.
Major Duties and Responsibilities
Processes initial unemployment insurance intra/interstate claims and emergency unemployment claims in an efficient and timely manner.
Responds to customer inquiries relating to general information, request for telephone numbers, unemployment compensation, workforce development inquiries, and job services.
Inputs data and perform data-entry functions with minimal errors. Assists and resolves customer inquiries, provides clarification and answer questions within established production and quality standards.
Develops a relationship with the customer by empathizing with and understanding the customer's feelings.
Core Competencies
Knowledge of principles, concepts and methodology of unemployment insurance claims.
Knowledge of call center telephones and automatic call distribution systems in a service call center operation.
Knowledge of customer service principles and skill in resolving complaints in a call center.
Licenses, Certifications, and Other Requirements
None
Basic Qualifications
Degree Required: None
Work Experience: Specialized work experience directly related to the position
Unemployment Call Center Representative
Pay Grade: CS-0301-07
Job Family: General Administrative, Clerical, and Office Services
Service Type: Administrative and Management
FLSA Status: Non-Exempt
Job Summary
Under general supervision, provides unemployment information and support for residents of the District of Columbia in a high-volume call distribution center and ensures that customer concerns are addressed in a timely, efficient, and accurate manner.
Major Duties and Responsibilities
Processes initial unemployment insurance intra/interstate claims and emergency unemployment claims in an efficient and timely manner.
Interviews callers to obtain vital or all necessary information to ensure a prompt and accurate response to each situation employing the one stop call resolution approach.
Uses scripts and tools to address the customer in a consistent and efficient manner.
Inputs data and perform data-entry functions with minimal errors. Assists and resolve customer inquiries, provides clarification and answer questions within established production and quality standards.
Core Competencies
Knowledge of a wide range of concepts, principles, and practices of high-volume call center telephones and automatic call distribution systems in a high and large service call center operation.
Knowledge of customer service principles to address the customer in a consistent and efficient manner.
Skill in resolving complaints in a high activity call center.
Licenses, Certifications, and Other Requirements
None
Basic Qualifications
Degree Required: None
Work Experience:
Specialized work experience directly related to the position.
Unemployment Call Center Representative
Pay Grade: CS-0301-09
Job Family: General Administrative, Clerical, and Office Services
Service Type: Administrative and Management
FLSA Status: Non-Exempt
Job Summary
Under general supervision, handles multiple inquiries efficiently in a fast-paced work environment and utilizes multiple resources simultaneously to quickly respond to customer inquiries. The Unemployment Call Center Representative quickly ascertain the nature of the customer inquiry and use interpersonal skills to respond to customer inquiries to the point of complete customer satisfaction.
Major Duties and Responsibilities
Processes unemployment insurance intra/interstate claims, emergency unemployment claims, and gives instructions on backdating claims. Keeps records of escalation claims.
Provides direct support to call center representatives in trouble shooting questions regarding the overall claims intake process.
Assist lower grade call center representatives with calls that are difficult and need to be escalated to the next level but not requiring manager/supervisor intervention.
Interviews callers to obtain vital or all necessary information to ensure a prompt and accurate response to each situation employing the one stop call resolution approach.
Core Competencies
Knowledge of a wide range of concepts, principles, and practices of the call center software and automatic call distribution systems in a high/large service call center operation.
Skill in evaluating, prioritizing, and resolving complaints in a high activity call center.
Excellent communication skills, both oral and written.
Licenses, Certifications, and Other Requirements
None
Basic Qualifications
Degree Required: None
Work Experience: Specialized work experience directly related to the position.