Bilingual - UI Customer Service Representative; CSR - Statewide

Job Description

Do you enjoy listening, providing guidance, assistance, and quality customer service for callers? Our Bilingual Unemployment Insurance (UI) Customer Service Representative (CSR) will handle inbound calls regarding UI inquiries from claimants, employers, and other stakeholders. Serving on the UI Operations team, which is responsible for administrating South Carolina’s unemployment insurance claims processes, the CSR will provide general information and guidance in line with the operational procedures and guidelines of the agency, and may have to Escalate when appropriate.

An ideal candidate will be an adaptable, customer‑service oriented individual with exceptional listening skills.

• Provide general information and guidance with a positive, service-oriented attitude.
• Answer and handle inbound calls using call center scripts.
• Identify the proper course of action and use the department’s software and processes to thoroughly document the call summary, course of action taken, and related disposition codes.
• Follow operational procedures and guidelines regarding escalation and issue resolution.

Are you ready to take on this challenge and help support South Carolina’s workforce system? Please apply. We look forward to hearing from you!

A High School Diploma and at least one year of relevant experience in a call center, contact center, or other similar customer service center. A bachelor’s degree may be substituted for the required work experience.

Fluent in English and Spanish.