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Customer Service Representative (Fort Worth)
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 North Texas TeleCenter 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. 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.
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.
YOU WILL BE TRUSTED TO:
- 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& emotional customers by providing a composed and professional demeanor. Identifies and escalates priority issues for resolution.
- Documenting all customer contacts and accurately processing documents or pending issues.
- Gathering facts and issuing eligibility determinations.
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
- Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.
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 (Job Search).
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
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.
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