Customer Service Representative; McAllen

Location

400 E Hackberry Ave, McAllen, Texas (South Texas Tele-Center).

Customer Services Representative II (CSR II) performs routine customer service work providing immediate service delivery by telephone. Works under moderate supervision with limited latitude for the use of initiative and independent judgment.

• Process UI claims over the phone and enter information into benefit systems and databases.
• Respond to and resolve routine UI inquiries received through inbound calls and online callback forms.
• Ensure a positive and exemplary experience with all customers.
• Provide accurate, valid, and complete information to customers using the appropriate methods and tools.
• Calm upset or emotional customers by maintaining a composed and professional demeanor; identify and escalating priority issues for resolution.
• Document all customer contacts and accurately process documents or pending issues.
• Gather facts and issue eligibility determinations.
• Provide information on UI claim provisions, rules, policies, processes, and requirements to claimants and employers.
• Research information in the benefit system to address customer inquiries or issues.
• Provide information about the appeal process to claimants or employers, as applicable.
• Remain flexible and assist with additional tasks as needed for the success of the department and division.

• Six months of experience in customer service, clerical, call center, or administrative support work.
• Relevant academic credits may be applied toward experience qualifications for this position.
• Experience in a government benefits or other benefits/insurance program.
• Handling of applications and eligibility determination experience.
• Prior customer service and/or call‑center experience.
• Ability to type 40 words per minute with minimal errors.
• Experience using computers; knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer.
• Excellent verbal and written communication skills.
• Bilingual (English and Spanish).
• Must be a Texas resident or willing to relocate to Texas.
• Can successfully complete the CSR II training program.
• Has great listening, interpersonal, and communication skills with professional telephone etiquette.
• Comfortable working in a fast‑paced, constantly changing environment.
• Excellent data entry, typing, and computer navigation skills.
• Knowledge or experience in customer service principles and call‑center technology requirements.
• Quickly learns UI program rules and regulations.
• Proven track record of good judgment and decision-making at work.
• Understands the importance of being at work when scheduled.
• Openness to feedback and a professional approach to implementing it.

• A Family Friendly Certified Workplace.
• Competitive salary: $3,127.54/month.
• Defined Retirement Benefit Plan.
• Optional 401(k) and 457 accounts.
• Medical Insurance.
• Paid time off, including vacation, sick and family care leave.
• Additional benefits for active employees can be found at https://(Use the "Apply for this Job" box below)..

Duty involves up to 20% travel within the state of Texas.