Customer Service Representative (McAllen)

Who We Are

The South Texas Tele-Center in McAllen, Tx., is seeking to fill Customer Service Representative (CSR) II positions responsible for handling Unemployment Benefit applications, unemployment program inquiries, and benefit eligibility. 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. To be successful as a customer service representative, you must have a passion for serving people and able to work independently and collaboratively as part of a supportive team. This position is located at 400 E Hackberry Ave, McAllen, Texas.

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

• Be able to successfully complete the CSR II training program
• Have great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette.
• 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 unemployment insurance program rules and regulations
• 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 implementing it
• Experience in a government benefits or other benefits/insurance program
  
  

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

• Process UI claims over the phone and data entering information into benefit system and databases
• Respond to and resolving routine UI inquiries received through inbound calls, and online callback forms
• Ensure a positive and exemplary experience with all customers
• Provide accurate, valid, and complete information to customers using the right methods and tools
• Calm upset or emotional customers by providing a composed and professional demeanor. Identifies and escalates priority issues for resolution
• Document all customer contacts and accurately processes documents or pending issues
• Gather facts and issuing eligibility determinations
• Provide information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employers
• Research information in benefit system to address customer inquiries or issues
• Provide information about the appeal process to claimants or employers, as applicable
• Remain 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 handling of applications and eligibility determination
• 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 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.