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Texas Workforce Commission · 8 hours ago

Customer Service Representative (Multiple Locations)

Austin, TX

Full-time

Onsite

New Grad, Entry Level

$3,127.54/mo - $3,127.54/mo

0+ years exp

The Texas Workforce Commission (TWC) administers the Unemployment Benefits and Tax programs in Texas and is seeking to fill Customer Service Representative II positions. This role involves providing exemplary customer service to employers regarding UI benefit program assistance, handling inquiries, and ensuring a positive experience for clients.

EducationGovernmentPersonal DevelopmentPublic RelationsService IndustryStaffing Agency

No H1B

U.S. Citizen Only

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

Taking complete fact-finding when employers call to respond to UI Claims

Researching information in benefit 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

Customer service experienceCall center experienceData entry skillsMicrosoft Office proficiencyBilingual (English/Spanish)Professional communicationJudgmentTeam collaborationAdaptability

Required

Texas resident or willing to relocate to Texas

Professional communication skills

Ability to provide exemplary customer service to employers

Passion for serving people

Ability to work independently and collaboratively as part of a team

Ability to successfully complete Employer Services Desk training

Great listening/communication skills including interviewing techniques

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

Adapt to call center telephone and technology requirements

Quickly learn and be proficient in Employer Services for both UI and Tax programs

Proven track record of good judgment and decision making at work

Understanding of the importance of being at work when scheduled and strict adherence to work schedule

Open to feedback and have a professional approach to adjusting as needed

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

Preferred

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 and typing skills

Knowledge of Microsoft Word, Excel, Outlook, Teams, and Internet Explorer

Exceptional verbal and written communication skills

Bilingual (English/Spanish) skill set

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

Glassdoor3.7

Texas Workforce Commission (TWC) is the state agency charged with overseeing and providing workforce development services to employers and job seekers of Texas.

Founded in 1936

Austin, Texas, USA

1001-5000 employees