What are the responsibilities and job description for the EMPLOYMENT PROGRAM REPRESENTATIVE position at Employment Development Department?
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 Los Angeles 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 Duty Statement.
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
You will find the Minimum Requirements in the Class Specification.
EMPLOYMENT PROGRAM REPRESENTATIVE
Job Application Package Checklist
Duty Statement
Job Code #:
JC-517170
Position #(s):
280-006-9194-946
Working Title:
UI Services Representative
Classification:
EMPLOYMENT PROGRAM REPRESENTATIVE
$4,055.00 - $4,837.00
A
$4,390.00 - $5,495.00
B
$5,041.00 - $6,310.00
C
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
# of Positions:
6
Work Location:
Los Angeles County
Telework:
Hybrid
Job Type:
12 Month Limited Term - Full Time
Work Shift:
8:00 AM - 5:00 PM
Work Week:
Monday-Friday
The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.
It is strongly encouraged to apply through your CalCareer Account at www.calcareers.ca.gov.
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.
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
Salary : $48,660 - $75,720
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