The West Texas TeleCenter is seeking to fill Customer Service Representative (CSR) II positions responsible for handling Unemployment Benefit applications, unemployment program inquiries, and benefit eligibility in El Paso, Tx. This position will be working on site.



WHO WE ARE: 
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. We have an incredibly noble public service mission, and the West Texas TeleCenter 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.


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.



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.
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


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:
- 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



YOU GAIN: 
- A Family Friendly Certified Workplace.  
- Competitive salary: $2,877.54/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



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:
-Graduation from an accredited high school or successful completion of GED certification, plus six months of experience in customer service, clerical or administrative support work.
-Fifteen semester hours of accredited college work may be substituted for each six months of experience.
-Six months of full-time call center experience in a customer service representative capacity will satisfy the minimum qualifications.


Works 40 hours a week during hours of operations Monday through Friday 7:00 AM - 6:00 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. Skills test and interview will be administered. Incomplete applications may not be considered.


WHAT ELSE YOU NEED TO KNOW:
- A security background check is conducted on the final candidate. 
- TWC may use all available information, including past unemployment claims, to evaluate an applicant's suitability for the position.


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


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 and apply online at www.workintexas.com or on Taleo.
-Applicants must be legally authorized to work for ANY employer in the United States. We will not consider applicants that will need sponsorship now or in the future. 
-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.