THIS IS A BILINGUAL - CANTONESE POSITION; MUST BE ABLE TO PASS A BILINGUAL - CANTONESE FLUENCY EXAMINATION.
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 Anaheim 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 bilingual English/Cantonese Permanent Intermittent (PI) position in which may become permanent full time in the future. While under the PI term, the employee may work full time, may work overtime or may work less than full time depending on the workload needs and budget.
Positions exist at the City of Anaheim near 91 and 55 freeways.
You will find additional information about the job in the Duty Statement.