ESD Customer Service Representative (Multiple Locations)

ESD Customer Service Representative (Multiple Locations)Texas Workforce Commission connects people with careers across the state. 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 managing unemployment benefit claims and their Tax account. We strive to provide supportive education and guidance to our customers in these areas. TWC is seeking to fill two (2) Customer Service Representative (CSR) II positions responsible for handling Employer inquiries. This position will be reporting to UI (Unemployment Insurance) Client Services in one of the Tele-Centers (Fort Worth, McAllen or San Antonio). TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or 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. A Texas resident with professional communication skills who can provide exemplary customer service to employers reaching out for 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/communication skills including interviewing techniques. 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 for both UI and Tax programs. Have a proven track record of good judgment and decision making at work. Understand the importance of being at work when scheduled and strict adherence to work schedule. Be open to feedback and have a professional approach to adjusting as needed. 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: 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 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 and typing skills. Knowledge of Microsoft Word, Excel, Outlook, Teams, and Internet Explorer. Exceptional verbal and written communication skills. Bilingual (English/Spanish) skill set. 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 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 Will work 40 hours a week during hours of operation Monday through Friday, 8:00 AM to 5:00 PM CT. Occasional overtime (evenings, weekends, and holidays) may be required. Management will set the schedule. Duties require up to 5% travel (within the state of Texas) and the ability to lift 15 Lbs. TWC may use all available information, including past unemployment claims, to evaluate an applicant's suitability for the position. An oral interview will be part of the selection process. Criminal background check conducted on final candidate.