CUSTOMER SERVICE REPRESENTATIVE
Summary 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 guide, educate and supervise a team Customer Navigation Center Representative in the resolution of unresolved customer concerns. The incumbent provides information and referral services that link the customer to available community and agency resources. Additionally, the incumbent of this position addresses unresolved issues between the customers and various components of the department that provide services.
Duties And Responsibilities Serves as the Customer Service Representative answering, screening and processing calls related to Unemployment Compensation Insurance from internal customers and the general public. Obtains and maintains knowledge of Departmental and component Employee Self Service programs and the interrelationships among such programs. Performs research into employment and unemployment insurance matters. Gathers facts, defines and explores problems and initiatives and maintains contacts necessary to complete assignments.
Discusses pertinent issues with key government officials and serves as a representative with outside interests, and various groups and individuals as required to obtain necessary information. Assists with preparing a wide variety of reports, memoranda and letters pertaining to employment services and its component activities, relying on knowledge of DOES and ESS policies and procedures to determine the most appropriate responses. Assists in conducting a variety of special projects and/or studies requiring the application of analytical principles in the preparation of interpretive, statistical, and basic information for use in the Office of Customer Experience. Conducts customer surveys to determine where to focus efforts in providing quality improvements.
Qualifications And Education 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
Work Conditions/Environment The work is performed in a normal office setting.
Promotion Potential None
Other Significant Facts 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-0301-11
Salary: $65,285-$84,167 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 of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall 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.
EEO Statement: 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.