Customer Services Representative (El Paso)

Customer Services Representative (El Paso)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 1359 Lomaland Dr, El Paso, Texas in the West 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 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. 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.Successful candidates will:Be able to successfully complete the CSR II training programHave 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 environmentHave excellent data entry, typing and computer navigational skillsHave knowledge or experience in customer service principlesAdapt to call center telephone and technology requirementsQuickly learn unemployment insurance program rules and regulationsHave a proven track record of good judgment and decision making at workUnderstand the importance of being at work when scheduledBe open to feedback and have a professional approach to implementing itYou will be trusted to:Processing UI claims over the phone and data entering information into benefit system and databasesResponding to and resolving routine UI inquiries received both through inbound calls, and online callback formsEnsuring a positive and exemplary experience with all customersProviding accurate, valid, and complete information to customers using the right methods and toolsCalming upset or emotional customers by providing a composed and professional demeanor. Identifies and escalates priority issues for resolutionDocumenting all customer contacts and accurately processes documents or pending issuesGathering facts and issuing eligibility determinationsProviding information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employersResearching information in benefit system to address customer inquiries or issuesProviding information about the appeal process to claimants or employers, as applicableRemaining flexible and assisting with additional tasks as needed for the success of the department and divisionPerforming related tasks as needed.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 programHandling of applications and eligibility determination experiencePrior customer service and/or call-center experienceAbility to type 40 words per minute with minimal errorsExperience using computers.Knowledge of Microsoft Word, Excel, Outlook, and Internet ExplorerExcellent verbal and written communication skillsBilingual (English and Spanish)You gain:A Family Friendly Certified WorkplaceCompetitive salary: $3,217.54/monthDefined Retirement Benefit PlanOptional 401(k) and 457 accountsMedical InsurancePaid time off, including time for vacation, sick and family care leaveAdditional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits