Fort Worth Staffing
Customer Service Representative (Fort Worth)
Fort Worth Staffing, Fort Worth, Texas, United States, 76102
Customer Services Representative II
Texas Workforce Commission connects people with careers across the state. This position is located at 301 W 13th St, Fort Worth, Texas at the North Texas Tele-Center. 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. 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. 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: Physically 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
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 . To be considered, please complete a State of Texas Application for Employment and apply online at
www.workintexas.com
or on Taleo.
Texas Workforce Commission connects people with careers across the state. This position is located at 301 W 13th St, Fort Worth, Texas at the North Texas Tele-Center. 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. 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. 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: Physically 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
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 . To be considered, please complete a State of Texas Application for Employment and apply online at
www.workintexas.com
or on Taleo.