Customer Service Representative; San Antonio

Customer Service Representative (San Antonio) (827057)

The Texas Workforce Commission (TWC) promotes and supports a workforce system that creates value and offers employers, individuals, and communities the opportunity to achieve and sustain economic prosperity. The Central Texas Tele-Center is the front line in supporting individuals as they navigate through the UI benefit claim filing and eligibility process, providing information and guidance to customers adapting to life changes and looking for the next career.

This position is located at 4801 NW Loop 410, San Antonio, Texas.

A Texas resident with professional communication skills who can provide exemplary customer service while obtaining unemployment (UI) benefit information and providing program information to customers.

• 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 using the right methods and tools.
• Calm upset or emotional customers by providing a composed and professional demeanor.
• Identify and elevate priority issues for resolution.
• Document all customer contacts and accurately process documents or pending issues.
• Gather facts and issue eligibility determinations.
• Provide information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employers.
• Research information in benefit systems to address customer inquiries or issues.
• Explain the appeal process to claimants or employers as applicable.
• Remain flexible and assist with additional tasks as needed.

• Successfully complete the CSR II training program.
• Have great listening, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette.
• Be comfortable working in a fast‑paced, constantly changing environment.
• Have excellent data entry, typing and computer navigation skills.
• Have knowledge or experience in customer service principles.
• Adapt to call center telephone and technology requirements.
• Quickly learn unemployment insurance 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.

• Experience in a government or other benefits/insurance program.
• Handling 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, including Microsoft Word, Excel, Outlook, and Internet Explorer.
• Excellent verbal and written communication skills.
• 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.
• Must be a Texas resident or willing to relocate to Texas.
• Employer does not consider sponsorship for employment visa.

• A Family Friendly Certified Workplace.
• Competitive salary: $3,127.54 per 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 are available at https://(Use the "Apply for this Job" box below)..