UI Customer Service Representative (CSR) - Statewide

Unemployment Insurance Customer Service Representative

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!

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? Please apply. We look forward to hearing from you!

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.

Supplemental questions are considered part of your official application. Please complete the State application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.