: $33,510.00 - $51,020.00 /year *

Employment Type

: Full-Time


: Customer Service/Call Center

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Description of Work This position is Time-Limited for a period of one (1) Year.

This position is based in the Customer Call Center within the Division of Employment Security. It will provide administrative assistance to customers who are initiating Unemployment Insurance Claims through telephone and/or internet. Speaking with and interviewing clients filing claims, entering personal and work history information into the computer systems. Provides basic information regarding requirements for filing a claim, penalties for fraudulent claims, reemployment services, eligibility status, and appeal procedures. Verifies citizenship status, lawful alien registration and document issues related to barriers to employment. Processes and/or troubleshoot internet and/or telephone claims and responds to e-mails using Microsoft Outlook about unemployment insurance services. Creates and composes documents in Microsoft Word and Microsoft Excel. The work schedule for this position is Monday through Friday, 8 a.m. - 5 p.m. The position is physically located in Raleigh, North Carolina,Wake County and will
This posting includes multiple positions:
65007496, 65007497, 65007498, 65007499, 65007501, 65007502, 65007505, 65007506, 65007507, 65007529, 65007530, 65007537, 65007538, 65007539, 65008347, 65008348,65008349, 65008353, 65008354, 65008355, 65008356, 65008358, 65008359, 65008360, 65008361, 65008362, 65008375, 65008376, 65008377, and 65008378 Knowledge, Skills and Abilities / Competencies

Qualified applicants must submit an application that clearly reflects work experience that demonstrates the following:

  • Demonstratedexperience in a high call volumecall center environment handling acontinuous flow of inbound and/or outbound calls (approximately 60-80 a day).
  • Demonstratedexperience explaining company, government benefits, eligibility,products, programs and/or services to the public.
  • Demonstratedexperience obtaining information using interviewing and/or investigative techniques to process claimsorpayments.
  • Demonstrated experience communicating verbally and in writing to document call centertransactions while entering data accuratelyusing basic programs as Windows, Word, Excel,Internet, etc.
  • ~ Applicant must meet both the minimum education and experience requirements and all posted Knowledge, Skills and Abilities / Competencies requirements to be considered Qualified for the position. Minimum Education and Experience Requirements
  • Bachelor's degree from an appropriately accredited institution accompanied by at least one (1) year of experience.
  • Associate's degree from an appropriately accredited institution accompanied by at least three (3) years of experience.
  • High School or General Educational Development (GED) diploma and five (5) years of experience.
  • Reviewing, evaluating, or processing requests for program participation or eligibility; processing claims for benefits or payments; or other benefits program related experience that would include the analysis of criteria, funds, policies, or performance for compliance with program rules, regulations, laws, and /or practices.

    Management Preferences:
  • Knowledge of customer service practices and principles
  • Experiencewith documenting information from calls into internal system.
  • Excellent data entry and typing skills
  • 1-3 years in a call center environment
  • Ability to handle stressful situations appropriately
  • Supplemental and Contact Information

    For consideration for this vacancy, all applicants must complete an on-line application using this link If multiple applications are submitted to an individual posting only the most recent application received prior to the posting close date will be evaluated for consideration. Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript.


    Applications with 'see attached' or resumes in lieu of completed education and work experience on the formal application will be deemed incomplete and will not be eligible for consideration for the vacancy. All attachments, unless specifically requested in the vacancy announcement (i.e. transcripts, proof of licensure or certification, etc.), are considered optional and will not be reviewed during initial screening to determine applicant eligibility for the vacancy.

    Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.

    Applicants seeking Veteran's Preference must submit a DD Form 214, Certificate of Release or Discharge from Active Duty. This information may be attached to the on-line application or may be faxed.

    Applicants may check the status of their application for a vacancy at any time by logging in to the government jobs system using the above link. Once the applicant has logged in, the status of each submitted application is documented next to each vacancy for which he/she has applied.

    This position is subject to a National and International Background Investigation and/or Fingerprinting as required by applicable law.

    For technical issues with your application, please call the NeoGov Help Line at 1-855-###-####.

    Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Processing applications will take an average of 6 8 weeks due to the high volume of applications received. It is not necessary to contact the Human Resources Office to check the status of an application.

    Tameka Leach
    Recruitment & SalaryAdministration Technician
    Division of Employment Security
    North Carolina Department of Commerce
    Phone: (919) ###-####
    Fax: (919) ###-####

    Associated topics: answer, clerk, customer care, customer service, customer service specialist, platform support, product support, technical assistant, telephone, telephone service representative * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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