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Call Center Agent

Date Posted: 
Requisition ID:  105242

Indianapolis, IN, US, 46204

Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


About the Indiana Department of Workforce Development (DWD):

Our mission is to develop a premier workforce that will allow Indiana employers to flourish and entice businesses from outside our state to relocate to Indiana. Everyone at DWD will be required to think outside-the-box; to determine metrics that will allow for measurement and improvement and efficiencies to be made along the way. Cutting edge technologies will be utilized to help assess Indiana’s employment future. If managed properly, Indiana’s workforce will be second to none and completely prepared for the next phase of the state and country’s economic growth.



This role is typically filled with a starting salary of $25,766.

About the Job:

The Uplink Contact Center Representative is often the first point of contact for claimants and employers and serves as a subject matter expert regarding Indiana’s unemployment insurance program.   Daily contact involves communication with claimants, employers, and agency staff via phone calls, live chats or Email.  The representative handles inbound interactions, answers questions and inquiries, troubleshoots problems and handles complaints associated with unemployment benefits.

A Day in the Life:

The essential functions of this role are as follows: 

  • Answer incoming phone calls, live chats or Email, interpreting procedures, rules and regulations and other components of Indiana’s unemployment insurance program in laymen terms to claimants and employers. 
  • Research, identify and evaluate all relevant data to handle inquiries and complaints utilizing DWD’s resources; provide information or instruction; escalate issues to appropriate individuals or units for resolution when required.
  • Assist callers with technical/navigational issues related to the use of DWD’s self-service online application.  
  • Use judgment in applying pertinent guidelines and standards by ensuring agency policy is followed.
  • Actively participate in all training to keep abreast of changes with UI programs and DWD systems. 
  • Utilize “Going Beyond the Call” call flow scripts to provide exceptional service.
  • Want to learn more about this role?  Check out this video for a glimpse of what an Uplink Contact Center Representative does: Uplink Contact Center Representative

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.  

What We're Looking for:

The ideal candidate in this role should minimally have a high school diploma or HSE (High School Equivalency) and/or three (3) years of comparable experience.

This position will start as a remote position but will migrate to the Contact Center once the offices are able to open.  You must be willing to drive into the Government Center for work.  You will need able to pick-up equipment at the Government Center prior to the first day of employment  

You must have a broadband Internet connection at your home.  Your broadband must, at a minimum, support consistent and reliable 10 MB/sec download speeds and 5MB/sec upload speeds as well as QoS protocols.  You must be able to connect directly (via Ethernet) to your home Internet router. No WiFi connections are permitted for State of Indiana work.

What You'll Need for Success:
  • Previous Customer Service experience
  • Exceptional interpersonal skills; customer focused and adaptability to different personality types
  • Strong verbal communication skills along with active listening
  • Maintain a professional demeanor in all situations
  • Positive attitude with a passion for providing a successful experience for every caller
  • Utilize customer service techniques to effectively manage incoming interactions
  • Sound problem solving abilities
  • Ability to multitask
  • Average typing skills
  • Able to adapt quickly to changing priorities
  • Able to maintain claimant/employer confidentiality
Supervisory Responsibilities/Direct Reports:
This role does not provide direct supervision to direct reports.

What You'll Get in Return:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave
  • Free Downtown Parking
  • DWD GOAL (Go Out and Learn) Tuition Assistance Program - Eligible employees have access to up to $5,000 in tuition assistance per fiscal year


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis