Use your customer service experience to help people filing for Unemployment Insurance (UI) benefits! The Department of Workforce Development (DWD) is hiring English/Spanish bilingual Unemployment Insurance Customer Service Agents for full-time positions that pay $21.66 per hour plus a $1/hour bilingual add-on, with benefits and advancement opportunities. These positions provide customer service in a call center environment Monday-Friday, 1^st shift, with an occasional shift on Saturdays.

We anticipate having up to five full-time bilingual positions headquartered at our Menomonee Falls office located near WI 190 and I-41, just a 20-minute drive from Milwaukee.  

The Department of Workforce Development (DWD) offers interesting and meaningful work with an employee-friendly and inclusive work environment, work-life balance, a casual office environment, flexibility, and many opportunities to grow your skills. Apply now to find out why there's so much to love about working for Wisconsin.

This recruitment may be used to fill future similar vacancies (permanent, project or Limited Term).

If you are interested in our UI Customer Service Agent positions but are not bilingual in English and Spanish, please apply via job opening 17173.

UI Call Centers are fast-paced, high-demand work environments. UI Customer Service Agents spend the day answering telephone calls helping customers. Customers are both unemployed persons who are applying for unemployment benefits, and employers. UI Customer Service Agents answer questions about unemployment claims and the unemployment program. They help customers find information and resources on our website and, when needed, interview unemployed persons to get information needed to file their claim for unemployment benefits. 

UI Customer Service Agents must be able to work well in a team, organize work to meet deadlines, adjust to changing priorities and backlogs, work independently and exercise independent judgment, remain on the telephone handling incoming calls for long periods of time, and resolve calls within specified time limits. 

Bilingual UI Customer Service Agents must be able to provide customer service in Spanish as well as in English. 

To learn more, please review the position description.

Starting pay is $21.66/hour + $1/hour bilingual add-on, plus an exemplary benefits package: 

• Generous paid time off, including at least 3 1/2 weeks of vacation/personal time, nine paid holidays, and ample sick time that rolls over each year with no cap. 
• Excellent and affordable health insurance options (starting at $42/month for single and $104/month for family coverage).
• Other great insurance options (dental, vision, life, and more).
• A top-notch retirement program and optional tax advantaged 457 retirement savings plan.
• A Well Wisconsin program, offering wellness tools and rewards to employees and spouses.
• A free and confidential employee assistance program that offers employees and their household members tools, resources, and professional consultation services.

Public service is rewarding! This position may be eligible for Public Service Loan Forgiveness.

Use this Total Rewards Calculator to see an estimate of the total value of our competitive benefits package!

The classification title for these positions is Employment Security Assistant 3 (schedule 02, range 11). A 12-month probationary period will be required. These positions are not represented in a collective bargaining unit and are considered non-exempt under the Fair Labor Standards Act.

Pay will be set in accordance with the State Compensation Plan in effect at the time of appointment. Starting pay may vary for current state employees.

Remote work:  These positions are NOT solely "work from home" positions. These positions are required to report in-person to their headquarter office for the first 12-14 weeks of new hire training. Upon successfully completing training and meeting all performance metrics, you may be eligible for a hybrid schedule that may progress to working completely remotely in Wisconsin, based on business needs. Those that qualify for a hybrid or fully remote schedule will still be required to report to the office for additional training or other business needs, sometimes on short notice several times per quarter. Remote work options are subject to change based on business needs and/or agency directives.

Criminal histories: We also consider all qualified applicants with criminal histories, consistent with applicable federal, state and local law. Finalists for this position may be required to allow DWD to conduct a background check or other checks to determine whether the circumstances of any conviction may be related to the job being filled. 

Eligibility to work in United States: Applicants must be legally entitled to work in the United States (i.e. a US citizen or national or a lawful permanent resident) at the time of appointment. DWD does not sponsor visas and is not an eligible OPT employer for those with F1 visas. This is not a contract position. Any appointment made will be contingent on the applicant completing the I-9 upon hire.

Qualifications marked with an asterisk (*) below will be evaluated in the first step of the selection process. Additional qualifications may be evaluated in subsequent steps.

You need to have experience in:

• * Providing all-inclusive customer service (including handling customer inquiries, troubleshooting, follow up services, etc.)
• *Interpreting and applying rules, policies, or complex instructions.
• *Using basic office software such as Microsoft Word, Outlook, web-based applications or similar.
• Collecting accurate data, including attention to detail, and the ability to find necessary information independently.
• Written and verbal communication skills.

The ability to speak Spanish and English fluently is required for bilingual positions.

It would be nice to have experience in any of the following:

• *Working in a customer service focused call center.
• *Working with government benefit and/or insurance programs.
• *Using databases/mainframe systems, and/or SharePoint or other data sharing software.

Note: If you are viewing this posting on an external site, please visit Wisc.Jobs (search 17171) to complete your application.

To apply, click "Apply for Job" to start the application process. That will prompt you to access your existing account or create a new account. You will be asked to attach a resume as part of the application process, you may also attach a letter of qualifications further describing how you meet the job qualifications. It is important that these materials clearly illustrate how your qualifications relate to the qualifications of this job.  Please review this additional guidance on developing your resume and letter of qualifications (including a template) as you prepare to apply.

Please see the Frequently Asked Questions for general Wisc.Jobs user information and technical assistance. 

• Technical issues:  if you encounter issues submitting your on-line application (e.g. signing in or uploading a resume), please email the Wisc.Jobs Help Desk at wiscjobs@wisconsin.gov or call (608) 267-1012 (Monday - Friday, 7:45am – 4:30pm). 
• Position questions:  if you have questions about these positions or this recruitment (e.g. projected start date, skills needed, etc.), please email DWDJobs@dwd.wisconsin.gov. 

Please note that once you submit your application, you will not be able to update your materials.

What happens next? A panel will review your application materials to determine your eligibility for further consideration in the selection process. The most qualified applicants will be invited to participate in the next step of the selection process.  Within a couple days of applying, please watch your email account closely for updates.  Interviews will be conducted virtually, from mid-late March.  We hope to extend offers of hire by mid-April for a start date in early May.

DWD values a diverse workforce and is an equal opportunity and affirmative action employer. Veterans, women, people of color, LGBTQIA+, and people with disabilities are encouraged to apply. We provide reasonable accommodations to applicants and employees with disabilities. 

The State of Wisconsin offers a special program for qualified veterans with a 30% or greater service-connected disability. Email the HR contact listed in this announcement for information on how to apply under this provision. Current state employees are not eligible for non-competitive appointment.

Applications will be accepted until business needs are met. Applications submitted by 11:59PM central standard time on March 2, 2025 will be included in the first review.