Customer Service Representative in Topeka, Kansas

This job was posted by https://www.kansasworks.com : For more
information, please see: https://www.kansasworks.com/jobs/13159166

Please view the State of Kansas Careers portal Jobs.ks.gov and
reference job number
214409{target=”_blank”
rel=”noopener”} for complete details, including how to apply. This is a
shortened version:

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 face-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.