UI Services Representative

Job Description and Duties

THIS IS A RE-ADVERTISEMENT, IF YOU PREVIOUSLY APPLIED, YOU DO NOT HAVE TO RE-APPLY.

THIS IS A LIMITED TERM POSITION WHICH MAY BE EXTENDED OR BECOME PERMANENT.

THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE.

The primary role of an Employment Program Representative (EPR) is to provide accurate and professional service in a prompt and efficient manner to all customers, both external and internal, in a call center environment. On a daily basis, the EPR will assist customers via the phone to file unemployment insurance claims, determine benefit eligibility, and process claims using electronic/computer systems. The EPR is required to comply with laws, policies and procedures when handling and protecting confidential information.

All aspects pertaining to providing exceptional customer service are expected, ranging from adhering to assigned schedules and duties, the ability to convey a smile over the phone, the ability to listen and anticipate/identify customer's needs, managing calls to ensure efficient service, and having the ability to turn a negative situation into a positive one, etc.

The ideal candidate asks pertinent questions and strives to understand what the position entails, providing feedback and suggestions in an effort to improve established processes. The ideal candidate must have the ability to work independently and yet understands how their individual effort can influence the ability of a team to meet its goals.

A successful candidate must have sound computer knowledge/skill in order to learn and transition into the Unemployment Insurance (UI) computer programs. Training will be provided for both the UI program and UI computer systems. Travel and/or overtime may be required in order to meet service demands.

This position is headquartered in Santa Clara County and may be eligible for rotational telework under EDD's telework policy. Employees are required to report to their headquarter office. Travel expenses to and from the assigned headquarters are the responsibility of the employee. Telework would require the candidate to have a high speed internet connection.

***This is a 12-month limited-term position, which may be extended, become permanent, or end early based on budget, staffing levels, and workload.***

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

You will find additional information about the job in the .

Working Conditions

Visa Sponsorship

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment.

Cubicle/Office

Special Requirements

It is strongly encouraged to apply through your CalCareer Account at .

Please only submit ONE application. Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing.

If you are unable to apply electronically through your CalCareer account, please mail a completed and signed State Examination/Employment Application STD Form 678 and application package to the mailing address provided in the “Application Instructions’ section below and ensure the following:

• Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678.

• Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678.

• Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678. This page is for examination use only.

• Do not include your full Social Security Number on your documents and/or do not provide any LEAP information.

Examination/Assessment

To apply for this position, you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired.

Click the examination link below for more information and to take the exam:

Employment Program Representative Bulletin

For more information about the State hiring process, click here . To watch tutorials on how to apply for a State job, click here .

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Writing/typing and communication skills
• Strong analytical skills
• Good computer usage skills
• 2 plus years of Customer Service

Benefits

Benefit information can be found on the CalHR website, , and the CalPERS website, .

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Degree and/or School Transcripts