Customer Service Representative - Remote, Onsite or Hybrid (Kansas Resident)

Employment Benefits

• First day of employment coverage under the State’s comprehensive medical and prescription drug coverage and dental plan.
• Additional voluntary options including vision, hospital indemnity, accident and critical illness insurance plans and flexible spending accounts.
• Retirement and deferred compensation programs
• Sick & Vacation leave
• Work-Life Balance programs : parental leave, military leave, jury leave, funeral leave
• Paid State Holidays (designated by the Governor annually)
• Employee discounts with the STAR Program
• We celebrate employee appreciation and host socializing events

Visit the Employee Benefits page for more information

Position Summary & Responsibilities : Customer Service Representative

The Kansas Department of Labor (KDOL) is actively recruiting talented individuals to join our team as Customer Service Representatives (Program Specialist) for the Kansas Unemployment Insurance Contact Center.

These positions provide support to a face-paced, high volume inbound call center, where you will have the opportunity to make a positive impact on the lives of individuals seeking unemployment benefits.

Duties and Responsibilities :

Support Claimants : Assist individuals with their unemployment applications, providing expert guidance and resolving inquiries empathetically and efficiently.

Technical Assistance : Ensure seamless navigation of online accounts by offering comprehensive technical support to claimants.

Proactive Customer Interactions : Use a structured call flow guide and ask insightful questions to fully understand claimants' needs.

Conduct Fact-Finding Inquiries : Gather detailed information from claimants, including employment history, reasons for separation from employment, and any relevant circumstances affecting eligibility.

Record Information Accurately : Enter all gathered information into the call center software using clear, concise writing and proper grammar.

Skills, Talents & Abilities of a Customer Service Representative :

• Attention to Detail : Showcase precision in handling application materials to ensure accuracy.
• Effective Communication : Demonstrate exceptional verbal and written communication skills to engage with claimants effectively.
• Multitasking Mastery : Navigate multiple computer screens, programs, and browsers adeptly while managing customer interactions.
• Professionalism and Empathy : Maintain a high level of empathy and professionalism in every customer interaction, particularly in challenging situations.
• Team Player : Collaborate effectively within a team environment and independently manage responsibilities.
• Tech Savvy : Comfortably use Windows, Outlook, and internet browsers; willingness to learn new software tools as needed.
• Basic Troubleshooting : Proficient in troubleshooting common computer issues and knowing when to escalate for further technical support.
• Outlook Expertise : Skillful in email management with knowledge of email etiquette, file attachments, and organization.
• Typing Proficiency : Demonstrate typing skills of at least 40 WPM with 95% accuracy.

What’s in it for you :

• Work-Life Balance : Enjoy predictable hours with our Monday to Friday schedule, from 8 : 00 a.m. to 4 : 30 p.m. No evenings, weekends, or state holidays required, with occasional overtime opportunities.
• Career Growth : Many of our call center team members advance through internal promotions. Join a path where supervisors, managers, and directors started in your shoes.

We prioritize your professional development and offer clear paths for advancement.

• Recognition Programs : Stand out with our Employee of the Month and Quarter programs, celebrating outstanding contributions to our team
• Employee Appreciation : Your voice matters. We value your ideas and demonstrate our appreciation for your hard work in serving the State of Kansas.

Paid Training :

• Comprehensive Onboarding : Receive full-time, paid training spanning five weeks. Commitment to attending daily is mandatory and required throughout the program to ensure thorough preparation.
• Training will begin : Tuesday, September 3, 2024.

Compensation :

• Competitive Starting Pay : Begin your journey with us at $16.94 per hour.
• Performance-Based Increases : Enjoy pay raises to $17.39 per hour at 3 months, $17.79 per hour at 9 months, and $18.26 per hour at 18 months.
• Bilingual Skills Incentive : Achieve fluency in written and oral bilingual proficiency through specific training, eligible for a 5% pay increase.

Minimum Qualifications :

• Residency Requirement : Must be a Kansas resident at the time of employment.
• Education : High School Diploma or equivalent.
• Experience : Minimum of one year in customer service, office, administrative, or related role, consistently. Education may be substituted as relevant by the agency.

Preferred Qualifications :

2-3 years in a customer service or related position

Application Requirements and Instructions :

Please Note : All documents must be submitted at time of application submission for consideration. Failure to provide all required documents in a single application packet will result in elimination from consideration.

Documents not provided at the time of application will not be accepted. No exceptions.

• Complete the State of Kansas employment application, including all gaps in employment.
• Provide a current resume.
• If you would like to be considered for the option of Remote or Hybrid work : Please attach a screenshot of the internet speed where remote work will be taking place : Visit the State of Kansas Office of Broadband Development Select "Test Your Internet" Screenshot your results of download and upload speeds
• Attach a screenshot of typing assessment results : Visit Typing.com Complete the 2-minute Intermediate Assessment Screenshot WPM and accuracy percentage.
• Complete the math assessment : https : / / forms.office.com / g / rP67y6jwsG This is a one-time link and the first attempt will be recorded.

Please use a calculator, take your time and only do this once.

Pre-Employment Requirements :

• 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.

When working remotely, the employee is responsible for maintaining a high-speed 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 :

Submit your completed application, current résumé, screenshot of internet speed (If interested in remote or hybrid) and screenshot of typing assessment to be considered for the next step of the prescreening process.

Did you know our state workforce partners at KANSAS WORKS are available to help with a résumé critique before applying and a mock interview when you are ready?

Here are their statewide locations.

KDOL Contact Information :

KDOL Human Resources

[email protected]

Mailing Address : 401 SW Topeka Blvd., Topeka, KS 66603

Job Application Process :

• First Sign in or register as a New User.
• Complete or update your contact information on the Careers>

My Contact Information page. *This information is included on all your job applications.

Upload required documents listed below for the Careers>

My Job Applications page. *This information is included on all your job applications.

Start your draft job application, upload other required documents, and Submit when it is complete. Manage your draft and submitted applications on the Careers>

My Job Applications page.

Check your email and My Job Notifications for written communications from the Recruiter. Email sent to the Preferred email on the My Contact Information page Notifications view the Careers>

My Job Notifications page

Helpful Resources at jobs.ks.gov : How to Apply for a Job Instructions and How to Search for a Job Instructions"

Required Documents for this Application to be Complete

Upload these on the Careers - My Job Applications page

• Current résumé
• DD FM 214 (if you are claiming Veteran’s Preference)
• Screenshot of internet speed at the location where the work would be performed if working remote or hybrid
• Screenshot of typing assessment

Helpful Resources at jobs.ks.gov : How, What, & Where do I Upload Documents

Preference Eligibility :

How to Claim Veterans Preference

Veterans' Preference Eligible (VPE) : Former military personnel or their spouse that have been verified as a "veteran"; under K.

S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job.

Positions are filled with the best qualified candidate as determine by the hiring manager.

Learn more about claiming Veteran’s Preference

How to Claim Disability Hiring Preference

2024 Senate Bill 333 creates an employment preference for qualified job applicants that have physical, cognitive and / or mental disabilities when applying for state jobs.

The preference is available to individuals who are not currently working for the State of Kansas who apply for a State job, as well as to current State employees who apply for a different job or promotion.

Learn more about claiming Disability Preference

PLEASE NOTE : The documentation verifying a person’s eligibility for use of this preference should not be sent along with other application materials to the hiring agency but should be sent directly to OPS either by fax, email or post office mail as indicated :

These documents should be sent by fax to (785) 296-7712, scanned and emailed to [email protected], or can be mailed or delivered in-person to :

ATTN : Disability Hiring Preference Coordinator

Office of Personnel Services

Landon State Office Building

900 SW Jackson, Rm 401

Topeka, KS 66612

Equal Employment Opportunity

The State of Kansas is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace.

All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability or any other factor unrelated to the essential functions of the job.

If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the agency recruiter.