Customer Service Representative

Note: Employees for the State of Montana must reside within Montana. All applications and required application documents must be submitted through the MT Careers site at: https://mtstatejobs.taleo.net/careersection/200/jobdetail.ftl?job=26142151&tz=GMT-06:00&tzname=America/Denver

Are you a problem-solver who thrives on turning complex questions into clear, practical solutions? As a Customer Service Representative in Montana's Unemployment Insurance Division, you'll be the trusted point of contact for employers and third-party administrators navigating unemployment insurance requirements. Your work keeps Montana's business community moving forward by helping employers stay compliant, resolve issues quickly, and focus on running and growing their operations. If you're ready to make a real impact supporting Montana's workforce and business community while building your career in public service, we'd love to hear from you.

MISSION STATEMENT:

Empowering all Montanans through work and opportunity.

It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Learn more about DLI here.

POSITION OVERVIEW:

The Unemployment Insurance Division supports Montana's economy by administering unemployment insurance programs that serve employers, third-party administrators, and the state's workforce. The Customer Service Representative is a primary point of contact for employers and TPAs, providing accurate guidance, resolving account and reporting issues, and supporting compliance with UI laws and reporting requirements. This position blends strong customer service with technical problem-solving to ensure Montana employers receive timely, accurate support. Through clear, professional service, this role helps the division maintain program integrity and build lasting trust with the business community.

WHAT’S IN IT FOR YOU:

• Meaningful public service: Make a direct, visible impact on Montana's economy by helping employers navigate unemployment insurance requirements and keep their businesses running smoothly.
• Comprehensive benefits: A competitive state benefits package, including medical, dental, and vision insurance along with paid vacation, sick leave, and holidays.
• Retirement security: Participation in the Montana Public Employees' Retirement System (PERS), helping you build long-term financial stability.
• Supportive work environment: A workplace culture that values employee well-being, work-life balance, and open collaboration alongside strong customer service.
• Professional growth: Access to training, mentorship, and skill-building opportunities that support career advancement within the Department of Labor & Industry and state government.
• A knowledgeable team: Join a collaborative team of colleagues committed to continuous improvement and shared success.
• Career stability with purpose: A stable, mission-driven career with the State of Montana, serving the state's workforce and business community.

ESSENTIAL FUNCTIONS:

• Deliver responsive customer service: Provide high-quality, courteous support to Montana employers and third-party administrators via phone, email, and secure web messaging, ensuring timely and accurate resolution of inquiries.
• Document interactions accurately: Record customer interactions and case details in accordance with agency standards to maintain accurate records and support consistent service.
• Troubleshoot technical issues: Research, analyze, and resolve issues related to UI eServices for Employers, providing step-by-step guidance and follow-up until issues are resolved.
• Support UI filing and payments: Assist employers with filing unemployment insurance reports and submitting payments through approved electronic systems, file formats, and payment methods.
• Support compliance and collections: Assist with delinquent or incomplete quarterly reports and reinforce applicable reporting requirements with employers and their representatives.
• Simplify complex information: Translate UI rules, regulations, and processes into clear, actionable guidance for employers and TPAs.
• Collaborate across teams: Work with division, department, and agency staff to support regulatory compliance, process improvements, and technical service initiatives.
• Contribute to continuous improvement: Share knowledge and feedback with team members to strengthen service quality and support ongoing program enhancements.

REQUIRED SKILLS AND COMPETENCIES:

• Customer service and de-escalation: Provide professional, patient, and empathetic service, including conflict resolution and de-escalation skills when working with frustrated or non-compliant employers.
• Communication and plain-language explanation: Communicate clearly and effectively in writing and verbally, translating complex UI concepts into plain language for diverse audiences.
• Active listening and inquiry: Use active listening and effective questioning to accurately understand employer and TPA concerns and identify appropriate solutions.
• Problem-solving and technical troubleshooting: Diagnose technical and account-related issues in UI eServices for Employers, applying critical thinking to identify and implement practical solutions.
• Technology proficiency: Navigate web-based applications, portals, and multiple internal systems while assisting customers, with comfort using standard office software for documentation and reporting.
• Accuracy and attention to detail: Maintain accuracy when handling employer accounts, reports, and payments.
• Time management and organization: Manage call queues, email and web messages, and follow-up tasks effectively to meet service expectations.
• Collaboration and teamwork: Work effectively as part of a team, sharing knowledge and supporting shared goals.

MINIMUM QUALIFICATIONS (Education and Experience)

• Demonstrated experience providing customer service and resolving inquiries in a professional office, call center, or other public-facing setting.
• Experience interpreting and applying rules, policies, or technical processes to help customers understand requirements and resolve issues.
• Proficiency with web-based applications, portals, and standard office software (email, word processing, spreadsheets), along with the ability to learn new systems.
• Strong written and verbal communication skills, with experience explaining complex or technical information to diverse audiences.
• Experience handling confidential or sensitive information with sound judgment and adherence to privacy protocols.

A degree in business administration, communications, or a related field may supplement relevant professional experience but is not a substitute for demonstrated skills and competencies in the areas noted above. Equivalent combinations of education and directly related experience will be considered.

HOW TO APPLY FOR THIS OPPORTUNITY:

A complete state application is not required; however, you will need to initiate the application and attach the resume, cover letter or other required documents at time of application to be considered for this position. Resume will auto fill the application, but the application will not be scored or reviewed.

Failure to attach the cover letter and resume will result in your application being considered incomplete and will not be considered further. Materials submitted but not requested will not be considered in the selection process.

Tip: When attaching your resume, cover letter or other required documents you must mark the attachments as “RELEVANT” or we will be unable to view your documents.

Required application materials:

• Cover Letter - Your Cover Letter should explain how your experience and education meet the identified required skills and competencies, with examples that demonstrate your qualifications.
• Resume - include all work experience you have held that would help you qualify for this position, including duties, dates of employment.

Only online applications will be accepted. By applying online, you can receive updates and monitor the status of your application.

All documents for Veteran or Disability preference must be received or date stamped by the closing date. You will receive an application confirmation email with instructions on acceptable preference documents and how to submit such documents.

If you need an accommodation with the application process, please contact the HR office.

BENEFITS:

Being able to enjoy the quality of life in the beautiful state of Montana is one of the benefits you will love about this opportunity! Our mountains, waterways and open spaces provide not only beautiful scenery but year-round recreational opportunities including hiking, camping, biking, fishing, boating, hunting, skiing and snowmobiling. Montana boasts a high-quality education system and a variety of entertainment including fairs, rodeos, and theaters. Read more about our great state here.

See our other incredible benefits here. These are some of our benefits just to name a few:

• Work/life balance with hybrid schedules or partial telework may be available within the state of Montana.
• 38 paid days off a year including vacation, sick leave and holidays.
• Military leave: You’ll get up to 15 days of military leave with full pay.
• Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises.
• Health, dental, vision, life insurance coverage, flexible spending accounts, EAP - click here to learn more.
• Free telehealth and access to free employee medical clinics through our medical plan - click here to learn more.
• Choice between two retirement plans with an employer contribution between 8.73% - 9.07% of your annual salary. A third optional 457(b) deferred compensation plan is also available. – Click here to learn more.
• Public Service Loan Forgiveness- Employment with the State of Montana may qualify you to receive loan forgiveness- click here to learn more!
• Career progression, training opportunities and room for professional growth.
• State employee discounts at various businesses across the state.

*This position may be covered by a Voluntary Employee Beneficiary Association (VEBA)

E-Verify: This agency is participating in E-Verify to confirm employment eligibility. After accepting a job offer and completing Form I-9, your information will be submitted to the Department of Homeland Security and Social Security Administration for verification. For more information about E-Verify, please visit the E-Verify website found here, https://www.e-verify.gov/