Job Description

Customer Service Representative (Multiple Locations)

The Texas Workforce Commission (TWC) administers the Unemployment Benefits and Tax programs in Texas. Employer-paid state unemployment taxes and reimbursements pay for state unemployment benefits and are an investment in the state workforce. The Tax Employer Services Desk (ESD) is the front line in supporting employers as they navigate day-to-day decisions related to their TAX account and managing unemployment benefit claims. We strive to provide supportive education and guidance to our customers in these areas. TWC is seeking to fill two Customer Service Representative (CSR) II positions responsible for handling Employer inquiries. This position will be reporting to the Tax Department and can reside near any Tele-Center (McAllen, San Antonio), or a Tax office location. 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. 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 to employers reaching out for TAX and UI benefit program assistance. To be successful as a customer service representative, you will have a passion for serving people and be able to work both independently and collaboratively as part of a supportive team. You must also be an individual who enthusiastically shares our department's E.P.I.C. vision and values in a positive, high-paced, energetic team environment.

Be able to successfully complete Employer Services Desk training. Have great listening skills, interpersonal and communication skills. 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 and be proficient in Employer Services available for both Tax and UI programs. 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 adjusting as needed.

Perform routine (journey-level) customer service work providing immediate service delivery by telephone. Work under moderate supervision, with limited latitude for the use of initiative and independent judgment.

Responding to and resolving routine Employer UI/Tax inquiries received both through inbound calls. Assisting employers in navigating and becoming self-sufficient in using all employer self-service options available on the TWC website. Ensuring a positive and exemplary experience. Providing accurate, valid, and complete information to employers using the right methods and tools. Maintaining a composed and professional demeanor while handling challenging calls. Identifying and escalating priority issues for resolution or coordinating with other departments to assist the employer. Documenting all employer contacts and accurately processing documents or pending issues. Researching information in Unemployment Tax System to address employer inquiries or issues, as applicable. Remaining flexible and assisting with additional tasks as needed for the success of the department and division.

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. Ability to deliver services using high level of customer service. Excellent computer skills. Skills and knowledge of basic accounting practices plus. Knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer. Exceptional verbal and written communication skills. Bilingual (English and Spanish) skill set.

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 Works 40 hours a week during hours of operations Monday through Friday 8:00 AM - 5:00 PM. Duties require up to 5% travel (within the state of Texas) and the ability to lift 15 Lbs. Oral interviews will be part of the selection process. Criminal background check conducted on final candidate.

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