UI Customer Service Representative (CSR) - Statewide (REPOST)
Business is booming in South Carolina! Experts consistently rank our state as one of the best in the country for doing business. Recently, South Carolina announced over 8,000 new jobs and $9.12 billion in capital investment. Entrepreneurs are choosing cities like Greenville, Charleston, Columbia, and Rock Hill to start and grow their businesses, and our hospitality industry is thriving as travelers discover the beauty of South Carolina’s mountains and coast.
At the South Carolina Department of Employment and Workforce (DEW), we connect jobseekers with career opportunities while offering job security, affordable health insurance, great retirement benefits, and work-life balance. Join us and make a meaningful impact in a supportive, optimistic environment.
About the role
As an Unemployment Insurance (UI) Customer Service Representative (CSR), you will handle inbound calls regarding UI inquiries from claimants, employers, and other stakeholders. Serving on the UI Operations team, you will provide guidance and information in line with agency procedures, escalating issues when necessary. The ideal candidate is adaptable, customer-service oriented, and possesses exceptional listening skills.
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 call summaries, actions taken, and disposition codes using department software.
- Follow operational procedures and guidelines for escalation and issue resolution.
Requirements
- A High School Diploma and at least one year of relevant experience in a call center, contact center, or similar customer service environment.
- A bachelor’s degree may substitute for the required work experience.
Supplemental questions are part of the official application. Complete the State application to include all current and previous work history and education; resumes will not be accepted in lieu of the application.