Job Description

About the Role
Title:
Customer Services Representative (El Paso)
Location:
El Paso United States
Job Description:
WHO WE ARE:
Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits. This position is located at 1359 Lomaland Dr, El Paso, Texas in the West Texas Tele-Center.
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.
WHO YOU ARE:
A professional with superior communication skills who can provide exemplary customer service while obtaining unemployment (UI) benefit information and providing unemployment program information to our customers, so they understand their next steps.
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.
SUCCESSFUL CANDIDATES WILL:
Be able to successfully complete the CSR II training program
Have great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette.
Be comfortable working in a fast paced, constantly changing, hybrid 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 unemployment insurance program rules and regulations
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 implementing it
YOU WILL BE TRUSTED TO:
Processing UI claims over the phone and data entering information into benefit system and databases
Responding to and resolving routine UI inquiries received both through inbound calls, and online callback forms
Ensuring a positive and exemplary experience with all customers
Providing accurate, valid, and complete information to customers using the right methods and tools
Calming upset or emotional customers by providing a composed and professional demeanor. Identifies and escalates priority issues for resolution
Documenting all customer contacts and accurately processes documents or pending issues
Gathering facts and issuing eligibility determinations
Providing information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employers
Researching information in benefit system to address customer inquiries or issues
Providing information about the appeal process to claimants or employers, as applicable - Remaining flexible and assisting with additional tasks as needed for the success of the department and division
Performing related tasks as needed.
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 in a government benefits or other benefits/insurance program
Handling of applications and eligibility determination experience
Prior customer service and/or call-center experience
Ability to type 40 words per minute with minimal errors
Experience using computers.
Knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer
Excellent verbal and written communication skills strongly preferred
Bilingual (English and Spanish)
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 https://www.ers.texas.gov/Active-Employees/Health-Benefits.
Duty involves up to 20% travel within the state of Texas.
VETERANS: