Unemployment Call Center Representative Full Time

This position is located in the Department of Employment Services (DOES), Office of Customer Experience. The Department of Employment Services (DOES) mission is to connect District residents, job seekers, and employers to opportunities and resources that empower fair, safe, effective working communities.

Duties And Responsibilities

Processes unemployment insurance intra/interstate claims, emergency unemployment claims (EUC), and IBWICs to states giving instructions on backdating claims. Keeps records of escalation claims. Assists the Customer Service Supervisor in the preparation and assessment of daily work activities and call center operations. Attends staff meetings as assigned and represent the UI Call Center in meetings with the Department of Labor and other local affiliates. Provides direct support to call center representatives in troubleshooting questions regarding the overall claim’s intake process. Assists with training new call center representatives. Serves as a mentor for new staff. 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.

Responds to customer inquiries relating to general Agency information, requests for telephone numbers, unemployment compensation, workforce development inquiries, job services, and complaints. Receives and evaluates calls from customers requesting assistance or information and takes the appropriate action, as directed by the situation and mandated in the directives to respond to the needs of the customers. Interviews callers to obtain vital or all necessary information to ensure a prompt and accurate response to each situation with one phone call. Employs one stop call resolution approach. Develops relationship with the customer by empathizing with and understanding the customer’s feelings. Maintains a courteous, warm, sincere, non-judgmental, and respectful demeanor at all times. Uses provided scripts and tools to address the customer in a consistent and professional manner.

Qualifications And Education

Applicants must possess one (1) year of specialized experience equivalent to the CS-07 grade level, or its non-District equivalent obtained in either the private or public sector. Specialized experience is defined as experience that is typically in or related to the work of the position to be filled and has equipped you with the particular knowledge, skills, and abilities, to perform successfully the duties of the position.

Licenses and Certifications

None.

Working Conditions/Environment

The work is performed in the normal office setting.

Other Significant Facts

Tour of Duty: Monday-Friday 8:30 am- 5:00 pm

Operating Status: In-Person reporting, flexible and limited telework options available upon position eligibility and operational needs.

Promotion Potential: No known promotion potential

Duration of Appointment: Career Service – Term NTE 13-Months

Pay Plan, Series and Grade: CS-0301-09

Salary: $54,183-$69,770; Based on qualifications and funding

Collective Bargaining Unit (Union): This position is not in a collective bargaining unit.

Position Designation: This position has been designated as security sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.

Residency Requirement: Applicants claiming “Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.

EEO Statement: The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.