UI Customer Service Representative

JOB SUMMARY

The Georgia Department of Labor (GDOL) is transforming into a forward-thinking, future-focused, and resilient organization—one that anticipates change and leads with purpose. As part of this transformation, we are building a more connected and collaborative organization where information flows quickly, awareness is shared, and teams seamlessly work together. This modern, adaptive approach strengthens our ability to respond to emerging needs, serve the public more effectively, and create meaningful impact.

Join us and be part of GDOL's mission-driven team shaping the future.

Under general supervision, the UI Customer Service Representative performs a wide range of duties providing customer service to the general public and external customers regarding the unemployment insurance program (UI). The role involves providing information and services targeted to meet customer expectations and resolving complicated issues involving customer service and/or research related to policies, procedures, or laws.

• Provides technical assistance by answering incoming calls and responding to emails from customers regarding the unemployment insurance program; 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 time frames; secures facts necessary to evaluate claim information, determine need, and provide consultative solutions.
• Acts as a team member, takes ownership of work, provides clear and accurate communication to customers, anticipates problems or questions, and escalates issues as needed; follows up with customers to maintain service level.
• Assists management in identifying and monitoring technical issues reported by claimants, employers, and the general public.
• Attends and participates in staff meetings, training sessions, or other meetings as directed by the Supervisor.
• Performs other duties as assigned. The position may initially include remote work.

• Excellent customer service skills with an orientation toward problem resolution.
• Comfortable working individually or as part of a larger team.
• Pragmatic approach and accountability for performance and results.
• Strong communication skills, including listening, verbal, and written communication.
• Ability to follow guidelines and procedures.
• Attention to detail.
• Proficient computer skills with the ability to use applications including Microsoft Office.

The State of Georgia and Georgia Department of Labor offers a generous benefit program with a wide variety of available choices:

• Retirement and Savings Plans
• Flexible / Voluntary Benefits
  • Flexible Spending Accounts (healthcare and dependent care)
  • Dental
  • Vision
  • Life
  • Disability
  • Long Term Care
  • Legal
• Paid Time Off
  • 13 Holidays
  • Annual Leave
  • Sick Leave
  • Other Leave, including Parental Leave
• Employee Assistance Program
• Employee Discounts
• Employee Purchasing Program

Because of the volume of applications received, we are unable to provide information on application status by phone or e‑mail. All qualified applicants will be considered, but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification. This posting may close at any time prior to the posted close date once a suitable applicant pool is identified.

All decisions concerning the employment relationship for qualified applicants will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic…