Customer Service Representative (McAllen)

The Texas Workforce Commission connects people with careers across the state. Based in Austin, we have offices statewide. We are a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits.

About the role

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.

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 providing 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 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.

Requirements

• 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.

Qualifications

• 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.
• 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.
• Great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette.
• Comfortable working in a fast-paced, constantly changing work environment.
• Excellent data entry, typing and computer navigational skills.
• Knowledge or experience in customer service principles.
• Adapt to call center telephone and technology requirements.
• Quickly learn UI program rules and regulations.
• A 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.

Skills

• Experience in a government benefits or other benefits/insurance program.
• Handling of applications and eligibility determination experience.
• Customer service and/or call-center experience.
• Experience using computers.
• Knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer.
• Excellent verbal and written communication skills.
• Bilingual (English and Spanish).

Benefits

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

How to Apply

To be considered, please complete a State of Texas Application for Employment and apply online at www.workintexas.com or on Taleo (Job Search). TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas.