Customer Service Representative (Fort Worth)

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.

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. 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: $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