Description

WHO WE ARE:
The Texas Workforce Commission (TWC) administers the Unemployment Benefits and Tax programs in Texas. Employer-paid state unemployment taxes and reimbursements pay for state unemployment benefits and are an investment in the state workforce.

The Employer Services Desk (ESD) is the front line in supporting employers as they navigate day to day decisions related to their TAX account and managing unemployment benefit claims. We strive to provide supportive education and guidance to our customers in these areas.

TWC is seeking to fill 10 Customer Service Representative (CSR) II positions responsible for handling Employer inquiries. This position will be reporting to UI Client Services and can reside at any Tele-Center (El Paso, Fort Worth, McAllen, San Antonio) or a Tax office location with the possibility of Teleworking.
TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate 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 to employers reaching out for TAX and UI benefit program assistance.
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. You must also be an individual who enthusiastically shares our department's E.P.I.C. vision and values in a positive, high-paced, energetic team environment.

SUCCESSFUL CANDIDATES WILL:

Be able to successfully complete Employer Services Desk training.
Have great listening skills, interpersonal and communication skills.
Be comfortable working in a fast-paced, constantly changing 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 and be proficient in Employer Services available for both Tax and UI programs.
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 adjusting as needed.

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

WHAT YOU WILL BE RESPONSIBLE FOR:

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.

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.

YOU ARE A GREAT FIT WITH:

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.
Bilingual (English and Spanish) skill set.

YOU GAIN:

A Family Friendly Certified Workplace.
Competitive salary: $3,127.54/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.

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. Duties require the ability to lift 15 Lbs. This is a career ladder position with the opportunity to advance within the established career ladder structure after meeting minimum qualifications, competency requirements, and time in position. TWC not only offers a competitive salary but the State of Texas benefits package includes everything from health insurance, a retirement plan, and a variety of leave types. Learn about TWC jobs and benefits at www.texasworkforce.org/twcjobs. TWC may use all available information, including past unemployment claims, to evaluate an applicant’s suitability for the position. Skills testing may be conducted at the interview. Security sensitive position.

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.
TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas.
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.

Primary Location: United States-Texas-Austin

Work Locations: Austin:1411 Brazos 1411 Brazos St Austin 78701

Job: Customer Service Representatives

Organization: TWC Business Unit

Schedule: Full-time

Employee Status: Regular

Job Type: Standard

Job Level: Non-Management

Travel: No

Job Posting: Jan 4, 2025, 12:00:00 AM

Work From Home: Yes

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