Customer Service Inbound II

Overview

Answering customer service calls. The job duties include answering the customer service line, assisting customers with questions on their unemployment claim, taking statements, resetting passwords and submitting requests on customers' behalf by accessing IWD's database. Classroom and hands-on training will be provided for all candidates. IWD receives approximately 3000 calls per week on average. During the winter months, calls increase to 6500 calls per week.

$16.00/hr - $16.00/hr

• Answer incoming customer service calls and assist with unemployment claim questions
• Take statements, reset passwords, and submit requests on customers  behalf by accessing IWD s database
• Record information accurately; proofread and verify forms
• Handle large accounts or more difficult issues; provide first level problem resolution
• Engage in on-phone customer service duties full-time, inbound calls

• 6 months of call center experience
• High school diploma or GED
• Strong communication, accuracy, and proofreading skills

• Ability to communicate and record information accurately
• Ability to question others to determine needs
• Patient demeanor with customers
• Strong note-taking and form verification