Customer Service Representative (McAllen)

Texas Workforce Commission connects people with careers across the state. Based in Austin on the north lawn of the Texas State Capitol, we have offices statewide. This position is located at 400 E Hackberry Ave, McAllen, TX in the South Texas Tele Center. TWC is not considering applications from individuals who require sponsorship for an employment visa or those currently on student or postgraduate visas. You must be a Texas resident or willing to relocate to Texas.

About the role

A Texas resident with professional communication skills who can provide exemplary customer service while obtaining unemployment insurance (UI) benefit information and providing unemployment program information to customers, so they understand their next steps. To succeed 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. You will need to successfully complete the CSR II training program.

Responsibilities

• Process UI claims over the phone and data 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 right methods and tools.
• Calm upset or emotional customers by maintaining a composed and professional demeanor.
• Identify and escalate 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 benefit systems 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.

Requirements

• Six months of experience in customer service, clerical, call center, or administrative support work. Relevant academic credits may be applied toward experience qualifications.
• Ability to type 40 words per minute with minimal errors.
• Experience using computers, including knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer.
• Excellent verbal and written communication skills.
• Professional, pleasant, and respectful telephone etiquette.
• Great listening, interpersonal, and communication skills.
• Ability to work in a fast-paced, constantly changing work environment.
• Ability to adapt to call center telephone and technology requirements.
• Quickly learn UI program rules and regulations.
• Proven track record of good judgment and decision-making at work.
• Understand the importance of being at work when scheduled.
• Open to feedback and have a professional approach to implementing it.

Qualifications

• 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.
• Bilingual (English and Spanish).

Benefits

• 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 time for vacation, sick, and family care leave.
• Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.

Schedule

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