LiveChat Customer Support Specialist
Posted 2025-04-06Important Recruitment Information for this vacancy:
Position Description
An application, cover letter and résumé must be submitted to be considered for this position. No interviews will be granted to applicants who have missing items. The Department of Commerce participates in the E-Verify program.
Agency Information: Department of Commerce
As the stateÂs lead economic development agency, the Kansas Department of Commerce strives to empower individuals, businesses and communities to achieve prosperity in Kansas. Commerce accomplishes its mission by developing relationships with corporations, site location consultants and stakeholders in Kansas, the nation and world. Our strong partnerships allow us to help create an environment for existing Kansas businesses to grow and foster an innovative, competitive landscape for new businesses. Through CommerceÂs project successes, Kansas in 2021 was awarded Area Development MagazineÂs prestigious Gold Shovel award and was named Site Selection MagazineÂs Best Business Climate in the West North Central region of the United States.
Learn more at kansascommerce.gov
Who can apply: Open to all
Classified/Unclassified Service: Classified
Full-Time/Part-Time: Full-time
Work Schedule: 8:00am - 5:00pm
Eligible to Receive Benefits: Yes
Veterans' Preference Eligible: Yes
Location: Statewide-The candidate must reside in the State of Kansas. A workspace near the candidateÂs home base will be provided in a Commerce-owned building.
Application Deadline: March 25, 2025
Compensation: $17.39 hourly
Employment Benefits:
 Comprehensive medical, mental, dental, vision, and additional coverage
 Sick & Vacation leave
 Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave
 Paid State Holidays (designated by the Governor annually)
 Fitness Centers in select locations
 Employee discounts with the STAR Program
 Retirement and deferred compensation programs
Visit the Employee Benefits page for more informationÂ
Position Summary & Responsibilities:
Position Summary:
We are seeking a dedicated and proactive LiveChat Customer Support Specialist to join our team. In this role, you will be the first point of contact for users reaching out via live chat, providing timely, accurate, and helpful responses. Your primary goal will be to ensure a seamless and positive experience for all customers using KANSASWORKS.com, whether they are job seekers or employers. You will troubleshoot and resolve issues, assist with account-related tasks, and guide users in navigating the platform to meet their specific needs. By leveraging chat features such as transfers, shortcuts, and monitoring tools, you will enhance the efficiency of support while ensuring high-quality service. Additionally, you will gather necessary customer information to ensure appropriate referrals and provide tailored solutions, all while maintaining professionalism and adhering to company procedures.
Job Responsibilities may include but are not limited to the following:
 Handle incoming live chat inquiries, ensuring timely and accurate responses.
 Adhere to established procedures to verify customer identity when assisting with KANSASWORKS.com accounts.
 Troubleshoot user issues, providing detailed and tailored solutions.
 Coordinate with chat shift partners to maintain coverage and manage break schedules.
 Provide support for account-related issues for both Job Seekers and Employers including account reactivations, username retrieval, and password resets.
 Support customers in accessing online services and understanding of workforce information services.
 Assist customers in navigating job searches and postings.
Qualifications:
Minimum Qualifications: Â 6 months of experience interacting with clients, customers, or the public in a social service, customer service, or problem-resolution setting.
(12 credit hours of coursework at the post-secondary level in social services, human services, or a related field may be substituted for 6 months of experience)
Preferred Qualifications: Â Prefer at least 6 months knowledge of KANSASWORKS.com system and workforce information services or related experience.
(Related experience could be working with partner agencies with knowledge of employment services or other live chat experience.)
Recruiter Contact Information:
Name: Angie Krahe
Email: [email protected]
Phone: 785.291.3568
Mailing Address: 1000 SW Jackson; Suite 100, Topeka, KS 66612
Required Documents for this Application to be Complete:
On your Careers - My Job Applications page, verify these documents are present and valid. Upload or delete and replace if needed:
 DD214 (if you are claiming VeteranÂs Preference)
Inside this job's Job Application, upload the these documents:
 Résumé
How to Claim Veterans Preference
Veterans' Preference Eligible (VPE): Former military personnel or their spouse that have been verified as a "veteran"; under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determine by the hiring manager.
Learn more about claiming VeteranÂs Preference
How to Claim Disability Hiring Preference
Applicants that have physical, cognitive and/or mental disabilities may claim an employment preference when applying for positions. If they are qualified to meet the performance standards of the position, with or without a reasonable accommodation, they will receive an interview for the position. The preference does not guarantee an applicant the job, as positions are filled with the best qualified candidate as determined by the hiring manager.
Learn more about claiming Disability Hiring Preference
PLEASE NOTE: The documentation verifying a person's eligibility for use of this preference should not be sent along with other application materials to the hiring agency but should be sent directly to OPS. These documents should be sent either by fax to (785)296-7712, scanned and emailed to [email protected], or can be mailed/delivered in person to:
ATTN: Disability Hiring Preference Coordinator
Office of Personnel Services
Landon State Office Building
900 SW Jackson, Rm 401
Topeka, KS 66612
Equal Employment Opportunity
The State of Kansas is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability or any other factor unrelated to the essential functions of the job.
If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the agency recruiter.
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