Customer Service Representative

Job Description

Description

The Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits. This position is located at 400 East Hackberry Ave., McAllen, TX 78501.

TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

A Texas resident with professional communication skills who can provide exemplary customer service while obtaining (UI) benefit information and providing unemployment program information to our customers, so they understand their next steps.

To be successful as a CSR, you must have a passion for serving people and be able to work independently and collaboratively as part of a supportive team.

• Be able to successfully complete the CSR II training program.
• Have great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette.
• Be comfortable working in a fast paced, constantly changing work environment.
• Have excellent data entry, typing and computer navigational skills.
• Have knowledge or experience in customer service principles.
• Adapt to call center telephone and technology requirements.
• Quickly learn UI program rules and regulations.
• Have a proven track record of good judgment and decision making at work.
• Understand the importance of being at work when scheduled.
• Be open to feedback and have a professional approach to implementing it.

The Customer Services Representative II performs routine (journey-level) 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 data entering 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 right methods and tools.
• Calm upset or emotional customers by providing a composed and professional demeanor. Identifying and escalating priority issues for resolution.
• Document all customer contacts and accurately process documents or pending issues.
• Gather facts and issuing eligibility determinations.
• Provide information on UI claim provisions, rules, policies, processes, and requirements to claimants.
• Research information in benefit system to address customer inquiries or issues.
• Provide information about the appeal process to claimants.
• Remain flexible and assist with additional tasks as needed for the success of the department and division.

• 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 strongly preferred
• Bilingual (English and Spanish

• 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.

• A Family Friendly Certified Workplace
• Competitive salary: $3,476.96/month
• Defined Retirement Benefit Plan - Optional 401(k) and 457 accounts
• Medical Insurance
• Paid time off, including time for vacation, sick and family care leave
• Additional benefits for active employees can be found at https://(Use the "Apply for this Job" box below).-Benefits

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A position utilizing this classification will be…