Customer Service Representative (McAllen)

Texas Workforce Commission; McAllen (TX); On-site; USD 29,574 - 50,521; Full time

Benefits offered by this job

Medical Insurance

Paid time off

Defined Retirement Benefit Plan

Optional 401(k) and 457 accounts

Job summary

Texas Workforce Commission in McAllen, TX is seeking a Customer Service Representative II to provide UI information and claim assistance by phone. You will work under moderate supervision, handling routine inquiries and data entry in benefit systems to support claimants and employers.

The role requires strong listening and communication skills, the ability to work in a fast-paced environment, and proficiency in typing and computer use.

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

• Process UI claims over the phone and data entering information into benefit systems and databases.
• Respond to and resolve 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 while maintaining professionalism and escalating priority issues for resolution.
• Document all customer contacts and accurately process 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.
• Remain flexible and assist with additional tasks as needed for the success of the department and division.

Skills

Bilingual English/Spanish

Typing 40 wpm

Microsoft Word

Microsoft Excel

Microsoft Outlook

Data entry

Communication skills

Tools

Internet Explorer

Job 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 400 E Hackberry Ave, McAllen, TX in the South 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 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 be 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.

What You Will Do

The Customer Service 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 systems and databases.
• Respond to and resolve 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 process 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 assist 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
• 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.

Duty involves up to 20% travel within the state of Texas.

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