Texas Workforce Commission · 2 months ago
Customer Services Representative (Multiple Locations)
United States-Texas-Austin
Full-time
Onsite
New Grad, Entry Level
$3,127.54/mo - $3,127.54/mo
0+ years expThe Texas Workforce Commission (TWC) administers the Unemployment Benefits and Tax programs in Texas and is seeking to fill multiple Customer Service Representative (CSR) II positions. The role involves handling employer inquiries related to tax and unemployment benefits, providing exemplary customer service, and assisting employers in navigating self-service options.
EducationGovernmentPersonal DevelopmentPublic RelationsService IndustryStaffing Agency
No H1B
Responsibilities
Responding to and resolving routine Employer UI/Tax inquiries received both through inbound calls, and Online callback forms
Assisting employers in navigating and becoming self-sufficient in using all employer self-service options available on the TWC website
Ensuring a positive and exemplary experience
Providing accurate, valid, and complete information to employers using the right methods and tools
Maintaining a composed and professional demeanor while handling challenging calls
Identifying and escalating priority issues for resolution or coordinating with other departments to assist the employer
Documenting all employer contacts and accurately processing documents or pending issues
Researching information in Unemployment Tax System to address employer inquiries or issues, as applicable
Remaining flexible and assisting with additional tasks as needed for the success of the department and division
Qualification
Required
Must be a Texas resident or willing to relocate to Texas
Six months of experience in customer service, clerical, call center, or administrative support work
Great listening skills, interpersonal and communication skills
Comfortable working in a fast-paced, constantly changing work environment
Excellent data entry, typing and computer navigational skills
Knowledge or experience in customer service principles
Ability to adapt to call center telephone and technology requirements
Ability to quickly learn and be proficient in Employer Services available for both Tax and UI programs
Proven track record of good judgment and decision making at work
Understanding of the importance of being at work when scheduled
Open to feedback and have a professional approach to adjusting as needed
Experience working in a call center environment or with other government agencies providing services to employers
Ability to deliver services using high level of customer service
Excellent computer skills
Knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer
Exceptional verbal and written communication skills
Preferred
Bilingual (English and Spanish) skill set
Relevant academic credits may be applied toward experience qualifications for this position
Benefits
Defined Retirement Benefit Plan
Optional 401(k) and 457 accounts
Medical Insurance
Paid time off, including time for vacation, sick and family care leave
Company
Texas Workforce Commission
Texas Workforce Commission (TWC) is the state agency charged with overseeing and providing workforce development services to employers and job seekers of Texas.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$3.66MKey Investors
U.S. Department of Labor
2022-07-07Grant· $3.66M
Leadership Team
DeAnn Lowrey
Pre-K Partnership Specialist
Heather Hall
CIO / IT Director
Recent News
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