Customer Service Representative (San Antonio)

Customer Service Representative

The mission of the Texas Workforce Commission (TWC) is to promote and support a workforce system that creates value and offers employers, individuals, and communities the opportunity to achieve and sustain economic prosperity. The Central Texas Tele-Center is the front line in supporting individuals as they navigate through the UI benefit claim filing and eligibility process. We strive to provide information and guidance to our customers who are adapting to a life change and looking to find their next career. TWC is a great place to work. In our call center, frontline CSRs learn valuable customer service, problem-solving and decision-making skills that transfer to other positions. We also offer great benefits, and have leaders that value continuous improvement, teamwork, innovation, and work-life balance. This position is located at 4801 NW Loop 410, San Antonio, Texas.

A Texas resident with professional 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. To be successful as a Customer Service Representative, you must have a passion for serving people and be able to work both independently and collaboratively as part of a supportive team.

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 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.

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:

• 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.
• Identifying and escalating priority issues for resolution.
• Documenting all customer contacts and accurately processing 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.

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.
• Bilingual (English and Spanish).

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 gain:

• A Family Friendly Certified Workplace.
• Competitive salary: $3,476.96/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

This position is for 40 hours a week during hours of operations Monday through Friday 8:00 AM - 5:00 PM. Occasional overtime evenings, weekends, and holiday work may be required. Management will set schedule. TWC may use all available information, including past unemployment claims, to evaluate an applicant's suitability for the position. Incomplete applications may not be considered.

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:

To be considered, please complete a State of Texas Application for Employment and apply online at or on Taleo (Job Search). 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.