Customer Service Representative (remote)

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Posted 2 days ago United States Salary undisclosed
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Job Description

Overview

Knowledge Services is actively seeking Customer Service Representatives for 6+ month contract role with our client, the State of Ohio Jobs and Family Services Agency (JFS). This person will work with unemployment claims. This role is 100% remote but candidates MUST LIVE IN OHIO and be willing to pick up equipment in Columbus, OH.

Pay is $20.16/ hour

Full-time schedule only: Mon-Fri, 8am-5pm


Responsibilities

  • Build and maintain professional relationships with claimants, employers, and other adjusters.
  • Record and transmit action taken on a claim to accurately determine claim status.
  • Input and make corrections to unemployment claim information.
  • Take calls and provide accurate, satisfactory answers to caller's queries and concerns.
  • Deescalate situations involving dissatisfied callers offering patient assistance
  • Guide callers through trouble shooting / navigation of the unemployment process.
  • Utilize unemployment systems and software.
  • Follow Federal, State, and ODJFS rules and regulations, policies, and procedures.
  • Report to a Claims Supervisor.
  • Complete initial and ongoing training as required.
  • Perform fact-finding and investigate claims issues to determine appropriate action needed for claim resolution.


Qualifications

Candidate must be available M-F, 8:00am - 5:00pm.

Must be able to drive to Columbus, OH to pick up equipment. Cannot use personal equipment. Equipment cannot be shipped

Experience/ Skills:

  • 12+ months experience working in an office setting
  • 3+ months of experience in customer service
  • 3+ months experience in interviewing or questioning customers to solicit pertinent information in order to provide certain services
  • Ability to collaborate with other call center staff to improve customer experience.
  • Demonstrate skill to type data accurately using personal computer keyboard with typing speed of 25 net words per minute
  • Demonstrate proficiency in using personal computer with windows application of 3.1 or equivalent
  • Must have the ability / aptitude to attend online training sessions of pertinent material.
  • Ability to follow directions to process unemployment claims.
  • Ability to think logically and articulate clearly.
  • Experience in a call center environment answering back-to-back timed telephone calls to gather information while simultaneously entering data into a computer system using a keyboard and mouse is preferred
  • Experience using Microsoft Outlook, Excel, Teams, and Skype for messaging, calls, and screen sharing is preferred
  • Experience working in an office environment including completing forms, communicating with coworkers, and operating as part of a team is preferred

Remote Work Requirements:

  • Access to high speed internet service
  • Environment free from interruptions.
  • Quiet environment and ability to provide excellent customer service.
  • Comfortable setting up computer equipment at home.