Customer Service Representative (San Antonio)

State of Texas; San Antonio (TX); On-site; USD 10,000 - 60,000; Full time

Job summary

The State of Texas is seeking a Customer Service Representative for its San Antonio office. The role involves providing exemplary customer service to individuals seeking unemployment benefits. Ideal candidates will possess strong communication skills, the ability to work in a hybrid environment, and a passion for assisting the public. This position offers competitive pay, comprehensive benefits, and the opportunity for professional growth within a supportive team.

Benefits

Defined Retirement Benefit Plan

Medical Insurance

Paid time off

Competitive salary

Family Friendly Certified Workplace

Qualifications

• Experience in government benefits or customer service preferred.
• Ability to type 40 words per minute.
• Excellent verbal and written communication skills.

Responsibilities

• Processing UI claims over the phone.
• Responding to UI inquiries and ensuring customer satisfaction.
• Documenting customer contacts and processing documents.

Skills

Customer service principles

Communication skills

Problem-solving

Interpersonal skills

Data entry

Bilingual (English and Spanish)

Education

Six months of experience in customer service

Tools

Microsoft Word

Excel

Outlook

Internet Explorer

Job description

Customer Service Representative (San Antonio)

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Customer Service Representative (San Antonio)

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This range is provided by State of Texas. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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 has a work schedule that requires to report to the office 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 Will 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, hybrid 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. 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 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: $3,127.54/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.
  
  

PLEASE NOTE: All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information. Works 40 hours a week during hours of operations Monday through Friday 7:00 AM - 6:00 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.

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

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.

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Government Administration

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