Customer Service Representative (McAllen)
Texas Workforce Commission, Mcallen, Texas, United States, 78501
Overview
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. These Customer Services Representative II positions are located at 400 E Hackberry Ave, McAllen, Texas at the South 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.
Who You Are A Texas resident
with professional communication skills who can provide exemplary customer service while obtaining (UI) benefit information and providing unemployment program information to our customers, so they understand their next steps.
To be successful as a CSR, you must have a passion for serving people and able to work independently and collaboratively as part of a supportive team.
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 UI 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
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. Identifying and escalating priority issues for resolution
Document all customer contacts and accurately processing documents or pending issues
Gather facts and issuing eligibility determinations
Provide information on UI claim 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 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 the Texas Employees Retirement System site
Veterans Use your military skills to qualify for this position or other jobs. Go to the Texas veterans site to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. You can also compare this position to military occupations (MOS) at the Texas State Auditor's Office via the Military Crosswalk crosswalk 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 (Job Search).
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.
#J-18808-Ljbffr
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 A Texas resident
with professional communication skills who can provide exemplary customer service while obtaining (UI) benefit information and providing unemployment program information to our customers, so they understand their next steps.
To be successful as a CSR, you must have a passion for serving people and able to work independently and collaboratively as part of a supportive team.
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 UI 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
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. Identifying and escalating priority issues for resolution
Document all customer contacts and accurately processing documents or pending issues
Gather facts and issuing eligibility determinations
Provide information on UI claim 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 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 the Texas Employees Retirement System site
Veterans Use your military skills to qualify for this position or other jobs. Go to the Texas veterans site to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. You can also compare this position to military occupations (MOS) at the Texas State Auditor's Office via the Military Crosswalk crosswalk 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 (Job Search).
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.
#J-18808-Ljbffr