Texas Workforce Commission
Customer Service Representative (Fort Worth)
Texas Workforce Commission, Fort Worth, Texas, United States, 76102
Customer Service Representative (Fort Worth)
Who We Are
Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide. We’re a Family Friendly Certified Workplace with great work‑life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits. This position is located at 301 W 13th St, Fort Worth, Texas at the North Texas Tele‑Center.
Who You Are A Texas resident with professional communication skills who can provide exemplary customer service while obtaining unemployment (UI) benefit information and providing unemployment program information to our customers, so they understand their next steps.
What You Will Do 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.
You Will Be Trusted To
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
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
You must physically be able to work at the Tele‑Center in Fort Worth, Texas.
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)
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.
Veterans Use your military skills to qualify for this position or other jobs! Go to https://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 https://www.workintexas.com or on Taleo (Job Search). 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.
Seniority level Entry level
Employment type Full‑time
Job function Other
Government Administration
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.
#J-18808-Ljbffr
Who You Are A Texas resident with professional communication skills who can provide exemplary customer service while obtaining unemployment (UI) benefit information and providing unemployment program information to our customers, so they understand their next steps.
What You Will Do 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.
You Will Be Trusted To
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
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
You must physically be able to work at the Tele‑Center in Fort Worth, Texas.
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)
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.
Veterans Use your military skills to qualify for this position or other jobs! Go to https://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 https://www.workintexas.com or on Taleo (Job Search). 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.
Seniority level Entry level
Employment type Full‑time
Job function Other
Government Administration
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.
#J-18808-Ljbffr