UI Customer Service Representative (CSR) - Statewide (REPOST)

South Carolina Department of Employment and Workforce; South Carolina; On-site; USD 38,000 - 44,000; Full time

Job summary

South Carolina Department of Employment and Workforce (DEW) seeks an Unemployment Insurance Customer Service Representative to handle inbound UI inquiries from claimants, employers, and stakeholders. You will provide general information and guidance per agency procedures and escalate as needed, delivering service with accuracy and empathy.

The ideal candidate has a High School Diploma and at least one year of relevant call center or customer service experience; a bachelor’s degree may substitute

Qualifications

• High School Diploma required, with at least one year of experience in a call center or customer service environment.
• A bachelor’s degree may be substituted for the required work experience.

Responsibilities

• 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 document the call summary, actions taken, and disposition codes in the department software.
• Follow operational procedures and guidelines regarding escalation and issue resolution.

Skills

Customer service

Active listening

Communication

Education

High School Diploma

Tools

Call center software

Job description

Business is booming in South Carolina! Are you ready to be a part of developing and connecting the next generation of workers in this state? Year after year, experts pick our state as one of the best in the country for doing business. Just last year, South Carolina announced more than 8,000 new jobs and $9.12 billion in capital investment. Entrepreneurs are flocking to cities like Greenville, Charleston, Columbia, and Rock Hill to start and grow their businesses. And our hospitality industry is primed to take off as travelers from around the world continue to discover the beauty and accessibility of South Carolina’s mountains and coast.

Here at the South Carolina Department of Employment and Workforce (DEW), we are laser-focused on connecting every jobseeker who comes through our doors with their next great career opportunity! Are you looking for a meaningful position at an agency brimming with optimism and camaraderie that also offers job security, affordable health insurance, great retirement benefits, and work-life balance? If so, continue reading to discover your chance to make a difference at DEW!

Special Notice: This is a REPOST -- Previous applicants are still being considered and do not need to re-apply for this position.

Job Description

Do you enjoy listening, providing guidance, assistance, and quality customer service for callers? Our 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 be responsible for providing general information and guidance in line with the operational procedures and guidelines of the agency to include escalation when appropriate. An ideal candidate will be an adaptable, customer-service oriented individual with exceptional listening skills.

Key Responsibilities

• 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?

Minimum and Additional Requirements:

Education and Experience

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.