UI Agent (Customer Service)

The Unemployment Support Specialists will be responsible for taking inbound calls regarding unemployment applications/claims. They will handle calls regarding both initial and ongoing claims. They will also investigate and resolve issues, extend and re-open applications and follow up as needed. The UI Agents will be trained through a 2 week program on internal systems and will have supervisors and leads to assist with escalations and questions. They will need to be comfortable jumping on the phones and taking calls on their own after week two . Since the calls are related to unemployment, many of them will be high stress. All agents need to be comfortable handling high stress calls and have a high sense of urgency. There will be also be quality analyst agents reviewing the quality of the calls, so its important to handle all calls in a professional manner. Attendance is extremely important and there will be a 0 strike policy in the first month of the role (100% attendance mandatory) Any other needed time off for appointments, etc must be communicated ahead of time. Each candidate has the opportunity for a $1 raise at the completion of the first 30 days of the project. Additional day to day responsibilities include: Take unemployment applications Review claim correspondence for ongoing claims Administer pin resets as needed Resolve hold payment issues Correct application information as needed Minimum Requirements2+ years of experience working in a customer service, call center setting Experience taking inbound calls (30+ a day) Must have reliable Transportation Strong Microsoft Office skills Familiar with Microsoft Teams Excellent written and verbal communication skills Attention to detail Experience working in a fast paced / data-sensitive environment Sufficient computer navigational skills to be able to document and navigate internal systems