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Job Description & How to Apply Below
JOB SUMMARY
UI Customer Service Representative 1 (Customer Svc Rep
1)
Job Code: GST
120
Pay Grade: F
The Georgia Department of Labor is accepting applications to fill multiple UI Customer Service Representative positions in the UI Training & Monitoring Unit.
The positions are located in the GDOL Offices at Atlanta/Sussex Building, Albany, Cartersville, Columbus, Dalton, Dublin, Griffin, Gwinnett, Houston, Macon, Milledgeville, Moultrie, Valdosta & Waycross.
All applicants must complete an approximately 10 minutes assessment as part of the application process:
Applicants who fail to complete the assessment will not be considered.
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.
The UI Customer Service Representative, under general supervision, performs a wide range of duties providing customer service to the general public and external customers regarding the unemployment insurance program (UI). The duties including providing information and services targeted to meet customer expectations. UI Customer Service Representative resolves complicated issues involving customer service and/or research governing policies, procedures or laws to respond to clients or visitors.
ESSENTIAL FUNCTION and RESPONSIBILITIES
* Provides technical assistance by answering incoming calls and responding to emails from customers regarding the unemployment insurance program. Provides answers to questions, 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 to resolve and/or handle customer inquiries.
* As a team member, takes a stable approach and ownership of work by providing clear and accurate communication to customers, anticipating problems or questions, and escalating issues as needed. Follows up with customer to maintain service level.
* Assists management in identifying and monitoring technical issues reported by claimants, employers, and general public.
* Attends and participates in staff meetings, training sessions, or other meetings as directed by the Supervisor.
* Exhibits strong soft skills.
* Performs other duties as assigned. Position may initially include remote work.
REQUIRED SKILLS/ABILITIES
* Excellent customer services skills with an orientation towards problem resolution
* Comfortable working individually or be a cooperative part of a larger team
* Pragmatic approach and accountability for performance and results
* Strong communications skills including listening, verbal, and written communication
* Ability to follow guidelines and procedures
* Ability to pay attention to detail
* Proficient computer skills with the ability to use applications including Microsoft Office
Why Should You Apply?
The State of Georgia and Georgia Department of Labor offers a generous benefit program with wide variety of available choices:
* Retirement and Savings Plans
* Health Insurance (multiple 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
Additional Information
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.
The hiring process may involve one or more of the following: an interview, a timed written exercise, and/or an oral presentation. If there is a need for a reasonable accommodation during the hiring process, please advise the hiring manager.
All decisions concerning the employment relationship for…
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