Customer Service Representative (Remote, Kansas Resident)

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

What you’ll do:

• Assist claimants with their unemployment applications, answering questions, and providing technical support for online accounts.
• Utilize a call flow guide to assist with customer interactions while employing probing questions to understand claimants' needs.
• Maintain a high level of professionalism and empathy when dealing with individuals in challenging situations.

What’s in it for you:

• The contact center is open Monday through Friday, 8:00 a.m. and 4:30 p.m. We are not open evenings, weekends, or state holidays but we do occasionally offer overtime.
• At the State of Kansas, we take care of our employees and listen to what they want. We provide a competitive benefits package that includes affordable health, dental, vision, prescription, and life insurance. Additional benefits include telehealth, retirement plans, an employee discount program, and an employee assistance program available 24/7. We also offer paid vacation and sick leave. For a list of all the State of Kansas Benefits, visit https://admin.ks.gov/offices/personnel-services/jobs/benefits.
• Many of our call center openings are due to internal promotions! You will learn of many supervisors, managers, and directors who have all began in this position. We encourage opportunities for career growth, professional development and advancement.
• We recognize great work with our Employee of the Month and Quarter Programs.
• We value our employees, listen to their suggestions and prioritize showing our appreciation to their hard work serving the State of Kansas.

Training:

• Training for this position is paid, full time and four weeks long. It is critical new hires are available each day for the duration. Training will begin Monday, April 1, 2024.

Compensation:

• Starting pay is $16.94 / hour
• Pay increases at 3 months to $17.39 / hour
• Pay increases at 9 months to $17.79 / hour
• Pay increases at 18 months to $18.26 / hour
• Written and oral bi-lingual fluency may be eligible for a 5% pay increase upon completion of specific training.

Minimum Qualifications:

• Kansas resident at time of employment
• High School Diploma or equivalency
• Applicants must demonstrate a strong attention to detail and accuracy in the preparation and submission of their application materials.
• Must have excellent written and verbal communication skills.

Required Skills & Talents:

• The ability to multitask using multiple computer screens, programs, and browsers.
• Excellent attendance record. and the ability to work both independently and as a team.

Pre-Employment Requirements:

• Typing Test: average minimum typing speed of 35WPM is required.
• Basic Math Assessment
• Pre-Employment Background screening
• KDOL will provide all the equipment needed to perform the position duties, however the employee is responsible for a secure home office set up and required to pick up equipment in Topeka, Kansas. Potential overnight stay depending upon location distance and onboarding needs.
• The employee is responsible for maintaining an 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 may be necessary. Additionally, please note that our VPN is not compatible with AT&T fiber at this moment.
• State of Kansas Tax Clearance Certificate. The successful applicant (even non-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 (785) 296-3199. Visit the Tax Clearance site for more information on and where to obtain this Kansas Department of Revenue document.

How to Apply on the State of Kansas Careers website: Jobs.KS.gov

• Job # 211970 is for consideration of the Remote position in Kansas. To apply for the Onsite in Topeka / Hybrid position, please review and apply for job #210684.
• Submit your completed application and résumé to be considered for an interview.
• Did you know our state workforce partners at KANSASWORKS are available to help with a résumé critique before applying and a mock interview when you are ready?

Post-Offer, Pre-Employment Requirements:

• Pre-Employment Background screening
• State of Kansas Tax Clearance Certificate. The successful applicant (even non-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 (785) 296-3199. Visit the Tax Clearance site for more information on and where to obtain this Kansas Department of Revenue document.

The State of Kansas is an Equal Opportunity Employer.

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

Experience level:

• Under 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Remote

People with a criminal record are encouraged to apply

Work Location: Remote