Answering Calls: Answering inbound calls in a timely manner and responding professionally when interviewing claimants for unemployment insurance benefits, excellent customer service is provided over the telephone in order to obtain and record demographic, wage, and work information, as well as information regarding severance and pension payments, medical documentation, disputed eligibility status, and various other issues. Identifying customer needs:Â Â Using active listening to understand customer questions, complaints, and overall needs in order to verify eligibility and ensure prompt payment of benefits.Â