Customer Service Representative

Overview

Job Summary This position is in the Department of Employment Services, Office of Customer Experience. The Department of Employment Services (DOES) mission is to connect District residents, job seekers, and employers to opportunities and resources that empower fair, safe, effective working communities. The primary function of this position is to address unresolved customer concerns. The incumbent provides information and referral services that link the customer to available community and agency resources.

Additionally, the incumbent addresses unresolved issues between the customers and various components of the department that provide services.

• Reviews unusual or complex requests or complaints to provide resolution to customers.
• Interviews the customer to assess the individual service needs.
• Uses database technology to capture relevant customer information, identify available resources and provide general information on available services.
• Develops a relationship with the customer by empathizing with and understanding the customer's position.
• Maintains a courteous, warm, sincere, non-judgmental, and respectful demeanor, always demonstrating a high level of professionalism.
• Responds to customer inquiries relating to general agency information, request for telephone numbers, unemployment compensation, workforce development inquiries, job services and complaints.
• Receives and evaluates calls from customers requesting assistance or information and takes the appropriate action, as directed by the situation and directives to respond to the needs of the customers.
• Exercises sound judgment and remains calm under extreme pressure while solving complex problems and/or handling escalated phone calls.
• Interviews callers to obtain vital or all necessary information to ensure a prompt and accurate response to each situation with one phone call, employing the one stop call resolution approach.

• Specialized
  
  Experience:
  
  Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.
• Licensures, Certifications, And Other Requirements: None

The work is performed in a normal office setting.

• Tour of Duty: Monday-Friday 8:30 am-5:00 pm or Varies
• Operating Status: In-Person reporting, flexible and limited telework options available upon position eligibility and operational needs.
• Promotion Potential: No known promotion potential
• Duration of Appointment: Career Service – Term NTE 13-Months
• Pay Plan, Series and Grade: CS-0301-9
• Salary: $54,183-$69,770 Based on qualifications and funding
• Collective Bargaining Unit (Union): This position is not covered by a Collective Bargaining Unit.
• Position Designation: This position has been designated as Security sensitive; therefore the incumbent will be subject to enhanced suitability screening pursuant to DC Personnel Regulations and may be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
• Residency Requirement: Applicants claiming “Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.

The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.