Customer Service Representative (Fort Worth)

Texas Workforce Commission; Fort Worth (TX); On-site; USD 33,000 - 45,000; Full time

Benefits offered by this job

Family Friendly Certified Workplace

Competitive salary

Defined Retirement Benefit Plan

401(k) and 457 accounts

Medical Insurance

Paid time off

Job summary

Texas Workforce Commission in Fort Worth, TX, is hiring a Customer Service Representative II to provide unemployment program information and assist claimants and employers by phone. The role requires handling UI inquiries, processing claims, and delivering accurate information with professionalism.

You will work at the Tele-Center with a focus on clear communication, timely responses, and maintaining a positive customer experience.

Qualifications

• 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.

Responsibilities

• Processing UI claims over the phone and data entering information into benefit system and databases.
• Respond to and resolving routine UI inquiries received both 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 processing 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 systems 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.

Skills

Customer service

Communication

Bilingual (English/Spanish)

Typing 40 wpm

Tools

Microsoft Word

Excel

Outlook

Internet Explorer

Job description

Job Description - Customer Service Representative (Fort Worth) (827347)

Job Description

Customer Service Representative (Fort Worth) - ( 827347 )

Description

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 at 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:

A professional with superior 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.

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:

• Processing UI claims over the phone and data entering information into benefit system and databases.
• Respond to and resolving routine UI inquiries received both 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 processing 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 systems 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:

• You must physically 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.
• Bilingual (English and Spanish).

YOU GAIN:

• A Family Friendly Certified Workplace
• Competitive salary: $3476.96/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.

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