Help Desk Representative (Fort Worth)

THIS POSTING IS FOR EXISTING TWC EMPLOYEES ONLY

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, in the North Texas Tele-Center. 

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.

WHO YOU ARE:
You are an experienced UI program employee who is ready to take the next step in their career by providing technical assistance to customer service representatives and investigators.  

WHAT YOU WILL DO:
The Program Specialist I performs routine (journey-level) consultative services and technical assistance work. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

YOU WILL BE TRUSTED TO:
- Provide advanced technical and program assistance to Customer Service Representatives and Claims Examiners in a field Tele-Center of the Texas Workforce Commission by following established procedures and protocol. 
- Work quickly, perform multiple tasks, pay attention to detail, enter and retrieve data from computer, and provide quality customer service. 
- Adhere to telephone schedule and strict deadlines as outlined by team supervisor. 
- Serve our customers, other staff, groups, and situations with quality and timely customer service in accordance with TWC’s mission, vision, and philosophy.
- Evaluate employees’ handling of customer calls in accordance with Optimized Performance guidelines.
- Perform other duties as assigned.

YOU QUALIFY WITH:
- Six months of full-time experience in the development, implementation, or interpretation of policies and procedures in a public or private agency.
- Relevant academic credits may be applied toward experience qualifications for this position. 
- Acceptance into a TWC Internship or TWC Apprenticeship will satisfy the minimum qualifications.

YOU ARE A GREAT FIT WITH:
- Experience in handling advanced UI claims processing, including Tele-Serv Exceptions, and adjudicating related nonseparation.
non-monetary determinations including Ability, Availability, Filing, Profiling, and Work Search.
- Experience in evaluating information to render an appropriate decision.
- Experience in the gathering of facts resulting in a quality decision.
- Experience in assisting supervisor.
- Bilingual (English and Spanish).
- Associates or Bachelor's Degree.
- Experience in using initiative and independent judgment in complaint resolution.
- Strong word processing and typing skills.
- Experience in training, coaching, or counseling.
- Experience with Internet Explorer and Microsoft Outlook, Word, Excel and Access.
- Able to communicate, verbally and in writing, in a clear, concise manner.
- Process all types of UI claims and adjudicates related non-separation non-monetary determinations.
- Provides customer with requested information, including eligibility for UI benefits in accordance with the Texas Unemployment Compensation Act. 

YOU GAIN: 
- A Family Friendly Certified Workplace.  
- Competitive salary: $3,900.82/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 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_ProgramManagement.pdf 

HOW TO APPLY: 
To be considered, please complete an Application for Employment and apply on Taleo. 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. 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.