Customer Services Representative (El Paso)

Customer Services Representative (El Paso)

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.

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. 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
• Bilingual (English and Spanish)

You gain:

• A Family Friendly Certified Workplace
• Competitive salary: $3,217.54/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