Customer Service Representative (Multiple Locations)

The Texas Workforce Commission (TWC) is seeking two Customer Service Representative (CSR) II positions within the Tax Department. These roles will support employers with questions related to Unemployment Benefits and Taxes.

About the role

TWC is committed to providing supportive education and guidance to its customers. This position will handle Employer inquiries and provide immediate service delivery by telephone. It requires a strong commitment to customer service and a willingness to adapt to a fast-paced, constantly changing work environment.

Responsibilities

• Successfully complete Employer Services Desk training.
• Provide exemplary customer service to employers.
• Respond to and resolve routine Employer UI/Tax inquiries received through inbound calls.
• Aid employers in navigating and becoming self-sufficient in using all employer self-service options available on the TWC website.
• Maintain a composed and professional demeanor while handling challenging calls.
• Identify and escalate priority issues for resolution or coordinate with other departments to assist the employer.
• Document all employer contacts and accurately process documents or pending issues.
• Research information in the Unemployment Tax System to address employer inquiries or issues, 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.
• Experience working in a call center environment or with other government agencies providing services to employers.
• Excellent computer skills, including knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer.
• Exceptional verbal and written communication skills.
• Bilingual (English and Spanish) skill set.

Qualifications

• Must be a Texas resident.
• Pass a criminal background check.
• Eligible for a competitive salary of $3,127.54/month.
• Participate in a Defined Retirement Benefit Plan and optional 401(k) and 457 accounts.
• Eligible for medical insurance and paid time off.
• Up to 5% travel within the state of Texas and the ability to lift 15 lbs.
• Pass an oral interview and be a certified workplace.