Texas Workforce Commission
Government
CustomerServiceRepresentativeII
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Representative II at Texas Workforce Commission. Skills: Customer service, UI claims processing, Benefit information. Process UI claims over phone. Data enter information into system”
What You'll Achieve.
Positive customer experience; Exemplary customer experience
Industry & Context.
Issue resolution; Eligibility determination
Must be Texas resident, Willing to relocate to Texas, No visa sponsorship
What They're Looking For.
Must Have
Complete CSR II training program, Good listening skills, Interpersonal skills, Communication skills, Professional telephone etiquette, Work in fast paced environment, Excellent data entry skills, Typing skills, Computer navigational skills, Customer service principles knowledge, Adapt to call center technology, Quickly learn UI program rules, Proven track record good judgment, Proven track record decision making, Understand importance of attendance, Open to feedback, Professional approach to feedback
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, Knowledge of Microsoft Word, Knowledge of Microsoft Excel, Knowledge of Microsoft Outlook, Knowledge of Internet Explorer, Excellent verbal communication skills, Excellent written communication skills, Bilingual (English and Spanish)
What You'll Do.
Process UI claims over phone
Data enter information into system
Data enter information into databases
Respond to UI inquiries
Handle online callback forms
Ensure positive customer experience
Ensure exemplary customer experience
Provide accurate information
Provide valid information
Provide complete information
Calm emotional customers
Identify priority issues
Escalate priority issues
Document customer contacts
Process pending issues
Issue eligibility determinations
Provide UI claim information
Provide UI rule information
Provide UI policy information
Provide UI process information
Provide UI 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
Work as part of team
Communication Scope
Professional communication; Verbal communication; Written communication
Full Job Description
WHO WE ARE: 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. These Customer Services Representative II positions are located at 400 E Hackberry Ave, McAllen, Texas at the South Texas Tele-Center. 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 (UI) benefit information and providing unemployment program information to our customers, so they understand their next steps. To be successful as a CSR, you must have a passion for serving people and able to work independently and collaboratively as part of a supportive team. -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 -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 UI 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 wo
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