Customer Service Representative - Employer Services Desk (McAllen)

WHO WE ARE:
The 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 in the South Texas Tele-center located at 400 E Hackberry Ave, McAllen, TX.

TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 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 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.

- 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.

WHAT YOU WILL DO: 
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 supporting education and guidance to our customers in these areas. 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

YOU WILL BE TRUSTED TO:
- 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 systems 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.
- Perform other duties as assigned.

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. 
- Six months of full-time in-service TWC experience classified as a Customer Service Representative I, or Claims Examiner I, or Workforce Development Specialist I with regular status will satisfy the minimum qualifications.

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. 
- Recent experience with the UI program and UI Benefits System. 
- Bilingual (English/Spanish) skill set preferred.

YOU GAIN: 
- A Family Friendly Certified Workplace
- Competitive salary: $3,476.96/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 

Duty involves up to 20% travel within the state of Texas.

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 on Taleo (Job Search). TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas. 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.