ptnbsid=ieB4n/AO3CVEOx7jQTs4dJ99XpU= Customer Service Agents (multiple part-time positions)14462Menomonee FallsWorkforce DevelopmentPart-TimeRegular
Use your customer service experience to help people filing for Unemployment Insurance (UI) benefits! The Department of Workforce Development (DWD) is hiring UI Customer Service Agents for part-time positions that pay $21.23 per hour with benefits and advancement opportunities. These positions provide customer service in a call center environment Monday – Friday, 1st shift, with an occasional shift on Saturdays.
We have up to 16 part-time (60%) positions headquartered at our Menomonee Falls office, located near WI 190 and I-41, just a 20-minute drive from Milwaukee.
Remote Work Expectations: These positions are NOT solely "work from home" positions. These positions are required to report in-person in Menomonee Falls for the first 14 weeks of new hire training. Once sufficient training is completed and job expectations are being met, these positions may be permitted to work remote in Wisconsin at times. These positions will be required to report to the office for additional training or other business needs, sometimes on short notice. Remote work options are subject to change based on business needs and/or agency directives.
BenefitsThe Department of Workforce Development (DWD) offers interesting and meaningful work with an employee-friendly and inclusive work environment, work-life balance, a casual office environment, flexibility, and many opportunities to grow your skills. The State of Wisconsin offers an exemplary benefits package with:

• generous paid time off, including at least 3.5 weeks of vacation/personal time, 9 paid holidays, and ample sick time that rolls over each year with no cap (part-time employees receive a pro-rated share)
• excellent and affordable health insurance options (starting at $39/month for single and $97/month for family coverage)
• other great insurance options (dental, vision, life, and more)
• top-notch retirement program and optional tax advantaged 457 retirement savings plan
• Well Wisconsin program offering wellness tools and rewards to employees and spouses
• free and confidential employee assistance program that offers employees and their household members tools, resources, and professional consultation services

Public service is rewarding! This position may be eligible for Public Service Loan Forgiveness. Apply now to find out why we love to Work for Wisconsin.
This recruitment may be used to fill future similar permanent, project or limited term vacancies.
UI Call Centers are fast-paced, high-demand work environments. UI Customer Service Agents spend the day answering telephone calls helping customers. Customers are both unemployed persons who are applying for unemployment benefits, and employers. UI Customer Service Agents answer questions about unemployment claims and the unemployment program. They help customers find information and resources on our website and, when needed, interview unemployed persons to get information needed to file their claim for unemployment benefits.
UI Customer Service Agents must be able to work well in a team, organize work to meet deadline, adjust to changing priorities and backlogs, work independently and exercise independent judgement, remain on the telephone handling incoming calls for long periods of time, and resolve calls within specified time limits.
For more information, please see the position description.
Starting salary is $21.23/hour, plus excellent benefits. A 2% wage increase is anticipated on 06/30/2024. For more benefits information, view our benefits overview, or more in-depth benefits e-learning.
A 12-month probationary period will be required. The classification title for this position is Employment Security Assistant 3 (schedule 02, range 11). These positions are not represented in a collective bargaining unit and are non-exempt under the Fair Labor Standards Act.
Pay will be set in accordance with the State Compensation Plan in effect at the time of appointment. Starting pay may vary for current state employees.
Criminal histories: we also consider all qualified applicants with criminal histories, consistent with applicable federal, state and local law. Finalists for this position may be required to allow DWD to conduct a background check or other checks to determine whether the circumstances of any conviction may be related to the job being filled.
Eligibility to work in United States: applicants must be legally entitled to work in the United States (i.e., a US citizen or national or a lawful permanent resident) at the time of appointment. DWD does not sponsor visas and is not an eligible OPT employer for those with F1 visas. This is not a contract position. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.
Disabled veterans: qualified veterans with a 30% or more service-connected disability are eligible for non-competitive appointment to permanent positions in classified civil service under s 230.275 WI Stats. Email the HR contact listed in this announcement for information on how to apply under this provision.
It is very important that you specify your experience for the qualifications marked with an asterisk (*) in your resume (required) and letter (optional) as these qualifications will be evaluated in the first step of the selection process. Additional qualifications may be evaluated in subsequent steps.You Need To Have The Following Experience

• *Providing full service to meet customer needs
• *Interpreting and applying rules, policies, or complex instructions\
• *Using basic office software such as Microsoft Word, Outlook, web-based applications or similar
• Collecting accurate data, including attention to detail, and the ability to find necessary information independently
• Written and verbal communication skills

Any of the following experience would be nice to have:

• *Working in a call center
• *Working with government benefit and/or insurance programs
• *Using databases/mainframe systems, and/or SharePoint or other data sharing software

Note: If you are viewing this posting on an external site, please visit Wisc.Jobs (search­­­­ 14462) to complete your application.To apply, click "Apply for Job" to start the application process. That will prompt you to access your existing account or create a new account. You will be asked to attach a resume as part of the application process. You may also attach a letter of qualifications that further describe how you meet the job qualifications. The letter is optional, but recommended. It is important that these materials clearly illustrate how your qualifications relate to the qualifications of this job. Additional guidance on developing your resume and letter of qualifications (including a template) is available at this link.
Please note that once you submit your application, you will not be able to update your materials.What happens next? A panel will review your application materials to determine your eligibility for further consideration in the selection process. The most qualified applicants will be invited to participate in the next step of the selection process. Within a couple days of applying, please watch your email account closely for updates. Interviews will be conducted by phone from the end of June through early July. We hope to extend offers of hire by late July for a start date in August.
Questions?

• Technical issues: If you encounter issues submitting your on-line application (e.g. signing in or uploading a resume), please see the Frequently Asked Questions. For general user information and technical assistance, contact wisc.jobs@wisconsin.gov or call 608-267-1012.
• Position questions: If you have questions about these positions or this recruitment (e.g. projected start date, work locations, skills needed, etc.), please email Michelle at DWDJobs@dwd.wisconsin.gov.

DWD is an Affirmative Action and Equal Opportunity employer seeking a diverse and talented workforce. Veterans, women, people of color, LGBTQIA , and people with disabilities are encouraged to apply. We provide reasonable accommodations to applicants and employees with disabilities. Applications will be accepted until business needs are met. Applications submitted by 11:59PM (central standard time) on Tuesday, June 11, 2024 will be included in the first review.
Please note there is a planned system outage for Sunday, June 9th from 6AM - 2:45PM.