Customer service representative

Kansas Department of Labor; Kansas City (KS); Remote; USD 10,000 - 60,000; Full time

Job summary

Join a growing agency at the Kansas Department of Labor as a Customer Service Representative. Support individuals in navigating unemployment benefits, and enjoy work-life balance with flexible hours. Advancement opportunities, paid training, and a supportive work environment await you.

Benefits

Dental insurance

Health insurance

On-the-job training

Paid time off

Professional development assistance

Vision insurance

Work from home

Qualifications

• One year of customer-facing experience required.
• Typing speed of at least 40 WPM with 90% accuracy.
• Kansas residency required at time of employment.

Responsibilities

• Assist individuals with unemployment applications and provide expert guidance.
• Ensure seamless navigation of online accounts by offering technical support.
• Gather detailed information from claimants and accurately enter it into the system.

Skills

Attention to Detail

Effective Communication

Multitasking Mastery

Professionalism and Empathy

Tech Savvy

Typing Proficiency

Education

High School Diploma or equivalent

Job description

The Kansas Department of Labor (KDOL) assists in the prevention of economic insecurity through unemployment insurance and workers compensation, by providing a fair and efficient venue to exercise employer and employee rights, and by helping employers promote a safe work environment for their employees. This facilitates compliance with labor laws while enabling advancement of the economic well-being of the citizens of Kansas.

At KDOL, our employees are our most valuable resource. We encourage our employees to grow and advance by participating in job shadow/training opportunities within KDOL. We value work-life balance and offer flexible schedules and telework opportunities.

As a quickly growing agency, we are always looking for passionate, talented and creative people to join our team. If you’re looking for a challenge that will lead you to the next level of your career, you’ve found the right place. Come grow with us!

About the Position:

• Official Posting: Jobs.ks.gov Job ID #216917
• Who can apply: External, open to all. (Kansas residency requirement at time of hire)
• Classified/Unclassified Service: Classified
• Full-Time/Part-Time: Full-Time
• Regular/Temporary: Regular
• FLSA Status: Non-exempt
• Work Schedule: Monday - Friday 8:00a - 4:30p
• Office Location: Onsite in Topeka, hybrid or 100% remote
• Mandatory Training Begins: Monday, July 21, 2025 and typically lasts 3 weeks
• Eligible to Receive Benefits: Yes. https://admin.ks.gov/offices/personnel-services/jobs/benefits
• Veteran and/or Disability Preference Eligible Yes. Description is on official posting.
• Application Due: Sunday, June 15, 2025. *This includes: State of Kansas employment application, DocuSign Pre-Screening, Math and Typing assessment are all due by deadline. Please note that failure to complete the Employment Application, Pre-Screening, Typing and Math assessments, or provide the required documentation may result in your disqualification from consideration for this position. All information is on the official posting at jobs.ks.gov #216917
• Competitive Starting Pay: Begin your journey with us at $16.94 per hour.
• Performance-Based Increases: Enjoy pay raises to $17.39 per hour at 3 months, $17.79 per hour at 9 months, and $18.26 per hour at 18 months.
• Bilingual, fluent English/Spanish: Begin your journey with us at $17.79 per hour.
• Performance-Based Bilingual Increases: Enjoy pay raises to $18.26 per hour at 3 months, $18.70 per hour at 9 months and $19.16 per hour at 18 months.

The Kansas Department of Labor (KDOL) are recruiting talented individuals to join our team as Customer Service Representatives (Program Specialist) for the Kansas Unemployment Insurance Contact Center. These positions provide support to a fast-paced, high volume inbound call center, where you will have the opportunity to make a positive impact on the lives of individuals seeking unemployment benefits.

Duties and Responsibilities:

Support Claimants: Assist individuals with their unemployment applications, providing expert guidance and resolving inquiries empathetically and efficiently.

Technical Assistance: Ensure seamless navigation of online accounts by offering comprehensive technical support to claimants.

Proactive Customer Interactions: Use an interaction guide and ask insightful questions to fully understand claimants' needs.

Conduct Fact-Finding Inquiries: Gather detailed information from claimants, including employment history, reasons for separation from employment, and any relevant circumstances affecting eligibility.

Record Information Accurately: Enter all gathered information into the call center software using clear, concise writing and proper grammar.

Skills, Talents & Abilities of a Customer Service Representative:

• Attention to Detail: Showcase precision in handling application materials to ensure accuracy.
• Effective Communication: Demonstrate exceptional verbal and written communication skills to engage with claimants effectively.
• Multitasking Mastery: Navigate multiple computer screens, programs, and browsers adeptly while managing customer interactions.
• Professionalism and Empathy: Maintain a high level of empathy and professionalism in every customer interaction, particularly in challenging situations.
• Team Player: Collaborate effectively within a team environment and independently manage responsibilities.
• Tech Savvy: Comfortably use Windows, Outlook, and internet browsers; willingness to learn new software tools as needed.
• Basic Troubleshooting: Proficient in troubleshooting common computer issues and knowing when to escalate for further technical support.
• Outlook Expertise: Skillful in email management with knowledge of email etiquette, file attachments, and organization.
• Typing Proficiency: Demonstrate typing skills of at least 40 WPM with 95% accuracy.

What’s in it for you:

• Work-Life Balance: Enjoy predictable hours with our Monday to Friday schedule, from 8:00 a.m. to 4:30 p.m. No evenings, weekends, or state holidays required, with occasional overtime opportunities.
• Career Growth: Many of our call center team members advance through internal promotions. Join a path where supervisors, managers, and directors started in your shoes. We prioritize your professional development and offer clear paths for advancement.
• Recognition Programs: Stand out with our Employee of the Month and Quarter programs, celebrating outstanding contributions to our team
• Employee Appreciation: Your voice matters. We value your ideas and demonstrate our appreciation for your hard work in serving the State of Kansas.

Paid Training:

• Comprehensive Onboarding: Receive full-time, paid training. Commitment to attending daily is mandatory and required throughout the program to ensure thorough preparation.

Minimum Qualifications:

• Minimum of one year of verifiable experience in a customer-facing or service-related position (relevance to be determined by the agency)
• Demonstrated work history that reflects reliability, consistency, and commitment
• Typing speed of at least 40 words per minute with a minimum of 90% accuracy
• Perfect score (100%) on the agency-administered math assessment
• High School Diploma or equivalent
• Must be a Kansas resident at the time of employment
• Must be available to attend training without interruption

Preferred Qualifications:

• 2-3 years in a customer service or related position

Pre-Employment Requirements:

• Background screening
• KDOL will provide all the equipment needed to perform the position duties, however the employee is responsible for maintaining a secure home office set up free from distractions.
• When working remotely, the employee is responsible for the cost and maintaining a high-speed internet connection. Our operating systems typically demand a minimum internet speed of 10 Mbps for downloads and 1 Mbps for uploads. Should any performance issues arise, upgrading your internet speed or provider may be necessary. An iPhone or android device is required for the VPN app download.
• The successful applicant (including new residents) must obtain a valid Kansas Certificate of Tax Clearance by accessing the Kansas Department of Revenue's website within 10 days of the date the applicant has been offered the employment position. A Tax Clearance is a comprehensive tax account review to determine and ensure that an individual's account is compliant with all primary Kansas Tax Laws. A Tax Clearance expires every 90 days. This is in accordance with Executive Order 2004-03. If you need assistance with the tax clearance, please contact [phone]. Visit the Tax Clearance site for more information on and where to obtain this Kansas Department of Revenue document.

KDOL Contact Information:
Office of Human Resources
[e-mail]
Mailing Address: 401 SW Topeka Blvd., Topeka, KS 66603

Job Type: Full-time

Pay: From $16.94 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift

People with a criminal record are encouraged to apply

Work Location: Remote