Texas Workforce Commission
Government
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Representative at Texas Workforce Commission. Skills: Customer service, UI claims processing, Information provision. Process UI claims over phone. Enter data into systems”
What You'll Achieve.
Provide exemplary customer service
Industry & Context.
Problem-solving skills; Decision making
Texas resident required, Occasional overtime required, Occasional evening work, Occasional weekend work, Occasional holiday work
What They're Looking For.
Must Have
Complete CSR II training program, Great listening skills, Interpersonal skills, Communication skills, Professional telephone etiquette, Comfortable in fast-paced environment, Excellent data entry skills, Typing skills, Computer navigational skills, Knowledge of customer service principles, Adapt to call center technology, Learn unemployment insurance rules, Proven good judgment, Proven decision making, Understand importance of attendance, Open to feedback, Professional approach to feedback, Six months customer service experience, Six months clerical experience, Six months call center experience, Six months administrative support experience
Nice to Have
Experience in government benefits, Experience in other benefits program, Experience in insurance program, Handling of applications experience, Eligibility determination experience, Prior customer service experience, Prior call-center experience, Type 40 words per minute, Experience using computers, Bilingual (English and Spanish)
What You'll Do.
Process UI claims over phone
Enter data into systems
Respond to UI inquiries
Ensure positive customer experience
Provide accurate information
Provide valid information
Provide complete information
Provide composed demeanor
Provide professional demeanor
Identify priority issues
Escalate priority issues
Document customer contacts
Process pending issues
Issue eligibility determinations
Provide claim information
Provide rule information
Provide policy information
Provide process information
Provide requirement information
Research information in benefit system
Address customer inquiries
Address customer issues
Provide appeal process information
Assist with additional tasks
How You'll Work.
Team & Collaboration
Supportive team
Communication Scope
Professional communication; Telephone etiquette
Full Job 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 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. 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, work environment
Applying for this Customer Service Representative role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Taleo (Oracle)
- Taleo is older software — paste plain text resume content to avoid formatting issues.
- Avoid special characters, tables, and columns in your resume for this ATS.
- The application may time out on inactivity — copy your answers to a text editor as backup.
ANONYMOUS · UNFILTERED
What do employees actually say about Texas Workforce Commission?
Real rants from real employees. Read before you apply.