Customer Service Representative (El Paso)

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., Suite 300 El Paso, TX.

TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 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 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 Service 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.

YOU WILL BE TRUSTED TO:
- Process UI claims over the phone and data entering information into benefit system and databases.
- Respond to and resolve routine UI inquiries received both through inbound calls, and online callback forms.
- Ensure a positive and exemplary experience with all customers.
- Provide an accurate, valid, and complete information to customers using the right methods and tools
- Calm upset or emotional customers by providing a composed and professional demeanor. 
- Identify and escalate priority issues for resolution.
- Document all customer contacts and accurately processes documents or pending issues.
- Gather facts and issuing eligibility determinations.
- Provide information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employers.
- Research information in benefit system to address customer inquiries or issues.
- Provide information about the appeal process to claimants or employers, as applicable.
- Remain 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.
- Six months of full-time in-service TWC experience classified as a Customer Service Representative I, or Claims Examiner I, or Workforce Development Specialist I with regular status will satisfy the minimum qualifications.

YOU ARE A GREAT FIT WITH:
- You must be a Texas resident or willing to relocate to Texas to work for the Texas Workforce Commission.
- Experience in a government benefits or other benefits/insurance program.
- Experience handling applications and eligibility determination.
- 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: $3,476.96/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 https://www.ers.texas.gov/Active-Employees/Health-Benefits 

Duty involves up to 10% travel within the state of Texas.

VETERANS:
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com 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: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf 

HOW TO APPLY: 
To be considered, please complete a State of Texas Application for Employment on Taleo (Job Search). TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas. 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.