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Customer Care Associate

2 months ago

Kansas City, Missouri, United States State of Kansas Full time

Employment Benefits

  • Immediate coverage under the comprehensive medical and prescription drug plan, along with dental benefits.
  • Optional enhancements including vision care, hospital indemnity, accident, and critical illness insurance plans, as well as flexible spending accounts.
  • Retirement and deferred compensation programs available.
  • Generous sick and vacation leave policies.
  • Work-Life Balance initiatives: parental leave, military leave, jury duty leave, and bereavement leave.
  • Paid State Holidays as designated annually.
  • Employee discounts through the STAR Program.
  • Regular employee appreciation events and social gatherings.

For more details, please visit the Employee Benefits page.

Position Overview & Responsibilities

The Kansas Department of Labor (KDOL) is seeking skilled individuals to join our team as Customer Service Representatives (Program Specialist) for the Kansas Unemployment Insurance Contact Center. In this role, you will provide essential support in a dynamic, high-volume inbound call center, positively impacting the lives of individuals seeking unemployment assistance.

Key Responsibilities:

  • Assist Claimants: Guide individuals through their unemployment applications, offering expert advice and resolving inquiries with empathy and efficiency.
  • Technical Support: Facilitate smooth navigation of online accounts by providing comprehensive technical assistance to claimants.
  • Proactive Engagement: Utilize a structured call flow to ask insightful questions and fully understand the needs of claimants.
  • Conduct Inquiries: Collect detailed information from claimants, including employment history and reasons for separation, to assess eligibility.
  • Accurate Record Keeping: Document all gathered information in the call center software with clarity and proper grammar.

Essential Skills & Attributes:

  • Attention to Detail: Ensure precision in handling application materials for accuracy.
  • Effective Communication: Exhibit exceptional verbal and written communication skills to engage effectively with claimants.
  • Multitasking Skills: Manage multiple computer applications and customer interactions simultaneously.
  • Professionalism and Empathy: Maintain a high level of professionalism and empathy in all customer interactions.
  • Team Collaboration: Work effectively within a team and independently manage responsibilities.
  • Technical Proficiency: Comfortable using Windows, Outlook, and internet browsers; willingness to learn new software tools.
  • Troubleshooting Skills: Capable of resolving common technical issues and knowing when to escalate for further support.
  • Email Management: Proficient in email etiquette and organization.
  • Typing Skills: Demonstrate typing proficiency of at least 40 WPM with 95% accuracy.

What We Offer:

  • Work-Life Balance: Enjoy a predictable Monday to Friday schedule, with no evening or weekend shifts required.
  • Career Advancement: Opportunities for internal promotions and professional development.
  • Recognition Programs: Participate in Employee of the Month and Quarter programs to celebrate outstanding contributions.
  • Employee Appreciation: Your input is valued, and we recognize your hard work in serving the State of Kansas.

Training and Compensation:

  • Paid Training: Comprehensive onboarding with full-time, paid training.
  • Competitive Pay: Starting pay of $16.94 per hour, with performance-based increases available.
  • Bilingual Incentive: Additional pay increase for bilingual proficiency.

Qualifications:

  • Residency: Must be a Kansas resident at the time of employment.
  • Education: High School Diploma or equivalent.
  • Experience: At least one year in customer service or a related field.

Application Instructions:

  • Complete the State of Kansas employment application.
  • Provide a current resume.
  • Submit any required assessments as part of the application process.

Equal Opportunity Employer: The State of Kansas values diversity and inclusion in the workplace. All qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability, or any other factor unrelated to job performance.