Customer Service Representative

WHO WE ARE:
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 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 6 Customer Service Representative (CSR) II positions responsible for handling Employer inquiries. This position will be reporting to UI (Unemployment Insurance) Client Services in Austin or in one of the Centers (El Paso, Fort Worth, McAllen, San Antonio).

TWC is not considering applications from individuals who require sponsorship for an employment visa, including 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.

WHO YOU ARE:
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.

SUCCESSFUL CANDIDATES WILL:
- 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.

WHAT YOU WILL DO:
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.

WHAT YOU WILL BE RESPONSIBLE FOR:
- Responding to and resolving routine Employer UI/Tax inquiries received both through inbound calls, and Online callback forms.
- 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.
- Taking complete fact-finding when employers call to respond to UI Claims.
- Researching information in benefit 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.

YOU QUALIFY WITH:
- 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.

YOU ARE A GREAT FIT WITH:
- 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.
- Knowledge of Microsoft Word, Excel, Outlook, Power Point, and Internet Explorer.
- Exceptional verbal and written communication skills.
- Bilingual (English and Spanish) skill set.

YOU GAIN:
- 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

Will work 40 hours a week during hours of operation Monday through Friday, 8:00 AM to 5:00 PM. Occasional overtime (evenings, weekends, and holidays) may be required. Management will set the schedule. Duties require up to 5% travel (within the state of Texas) and the ability to lift 15 Lbs. TWC may use all available information, including past unemployment claims, to evaluate an applicant's suitability for the position. Oral interview will be part of the selection process. Criminal background check conducted on final candidate.

PLEASE NOTE: All applications should contain complete job history entries, which includes job title, dates of employment, employer name, supervisor's name, phone number & a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete.

VETERANS:
Use your military skills to qualify for this position or other jobs. Go to to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser:

HOW TO APPLY:
To be considered, please complete a State of Texas Application for Employment and apply online at or on Taleo.
TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.