Customer Service Representative (San Antonio)

Texas Workforce Commission; San Antonio (TX); On-site; USD 33,000 - 46,000; Full time

Benefits offered by this job

Family Friendly Workplace

Competitive salary

401(k) and 457 options

Medical Insurance

Paid time off

Job summary

Texas Workforce Commission (TWC) is seeking a Customer Service Representative II in San Antonio to support unemployment benefits information and guidance. The role focuses on phone-based service delivery within a supportive team in a 40-hour work week, with potential overtime as needed.

Responsibilities include handling UI claims over the phone, providing accurate program information, and maintaining professional communication with claimants and employers while using standard office software

Qualifications

• Six months of experience in customer service, clerical, call center, or administrative support.
• Knowledge of government benefits or unemployment insurance processes is a plus.
• Bilingual English and Spanish is preferred for customer interactions.

Responsibilities

• Process UI claims by phone and data entry into benefit system.
• Respond to routine UI inquiries via inbound calls and online forms.
• Provide accurate information about unemployment insurance programs to claimants and employers.
• Escalate priority issues as needed and document all customer contacts.

Skills

Customer service

Call center experience

Typing 40 wpm

Computer literacy

Bilingual English/Spanish

Tools

Microsoft Word

Microsoft Excel

Outlook

Internet Explorer

Job description

Job Description - Customer Service Representative (San Antonio) (827280)

Job Description

Customer Service Representative (San Antonio) - ( 827280 )

Description

WHO WE ARE:

The mission of the Texas Workforce Commission (TWC) is to promote and support a workforce system that creates value and offers employers, individuals, and communities the opportunity to achieve and sustain economic prosperity. We have an incredibly noble public service mission, and the Central Texas Tele-Center is the front line in supporting individuals as they navigate through the UI benefit claim filing and eligibility process. We strive to provide information and guidance to our customers who are adapting to a life change and looking to find their next career. TWC is a great place to work. In our call center, frontline CSRs learn valuable customer service, problem-solving and decision-making skills that transfer to other positions. We also offer great benefits, and have leaders that value continuous improvement, teamwork, innovation, and work-life balance. This position is located at 4801 NW Loop 410, San Antonio, 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:

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 BE ABLE TO WORK BOTH INDEPENDENTLY AND COLLABORATIVELY AS PART OF A SUPPORTIVE TEAM. SUCCESSFUL CANDIDATES WILL:

• 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.

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.

WHAT YOU WILL BE RESPONSIBLE FOR:

• 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.
• Identifying and escalating priority issues for resolution.
• Documenting all customer contacts and accurately processing 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 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 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 GAIN:

• A Family Friendly Certified Workplace.
• Competitive salary: $3,476.96/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 .

PLEASE NOTE: This position is for 40 hours a week during hours of operations Monday through Friday 8:00 AM - 5:00 PM. Occasional overtime evenings, weekends, and holiday work may be required. Management will set schedule. TWC may use all available information, including past unemployment claims, to evaluate an applicant’s suitability for the position. Incomplete applications may not be considered.

Primary Location

United States-Texas-San Antonio

Work Locations

San Antonio:4801 NW Loop 410 (320-4366) 4801 NW Loop 410 Ste 902 Corporate Square San Antonio 78229-5347