Texas Workforce Commission · 1 week ago
Customer Services Representative (El Paso)
El Paso Metro
Full-time
Onsite
New Grad, Entry Level
$3,127.54/mo - $3,127.54/mo
0+ years expTexas Workforce Commission connects people with careers across the state, and they are seeking a Customer Services Representative to provide exemplary customer service and assist with unemployment benefit information. The role involves processing UI claims, resolving inquiries, and ensuring a positive experience for customers.
EducationGovernmentPersonal DevelopmentPublic RelationsService IndustryStaffing Agency
No H1B
U.S. Citizen Only
Responsibilities
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
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
Ability to successfully complete the CSR II training program
Great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette
Comfortable working in a fast paced, constantly changing, hybrid 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 unemployment insurance program rules and regulations
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 implementing it
Preferred
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 strongly preferred
Bilingual (English and Spanish)
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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