Customer Experience Specialist- Call Center Representative

About DOES

The Department of Employment Services (DOES) connects District residents, job seekers, and employers with opportunities and resources that foster fair, safe, and effective working communities. We are seeking a Customer Experience Specialist to join our Office of Customer Experience and support the Unemployment Insurance (UI) Call Center.

Key Responsibilities

• Process unemployment insurance intra/interstate claims, emergency unemployment claims (EUC), and IBWICs, including instructions for backdating claims.

• Track and maintain records of escalated claims.

• Support the Customer Service Supervisor with daily call center operations, performance assessment, and reporting.

• Represent the UI Call Center in meetings with the Department of Labor and local affiliates.

• Provide troubleshooting support to call center representatives regarding claims intake.

• Train, mentor, and guide new call center representatives.

• Assist with challenging calls requiring advanced handling but not full supervisor escalation.

• Respond to inquiries on unemployment compensation, workforce development, job services, agency information, and complaints.

• Deliver one-call resolution by gathering accurate information and applying provided scripts and tools.

• Build positive relationships with customers by showing empathy, professionalism, and respect in every interaction.

Qualifications

• Experience: At least one (1) year of specialized experience equivalent to the next lower grade (e.g., CS-0301-08 or equivalent). Experience must include customer service, claims processing, or related call center support.

• Education: High school diploma or equivalent required.

• Licenses/Certifications: None required.

Working Conditions

• Standard office environment.

• Security Sensitive: Position requires enhanced suitability screening, including criminal background checks, background investigation, and mandatory drug and alcohol testing.

Additional Information

• Promotion Potential: None.

• Collective Bargaining Unit: This position is not covered.