Customer Service Representative (Fort Worth)

Job Description - Customer Service Representative (Fort Worth) (822270) Job Description Customer Service Representative (Fort Worth) - ( 822270 ) Description The North Texas TeleCenter is seeking to fill Customer Service Representative (CSR) III positions responsible for handling Unemployment Benefit applications, unemployment program inquiries, and benefit eligibility at 301 W 13th St., in 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. Who You Are: An individual with professional communication skills who can provide exemplary customer service while handling unemployment (UI) benefit claims and providing unemployment program information to our customers so they understand their next steps. What you will do: The CSR III performs complex (journey-level) customer service work providing immediate service delivery. Work involves providing external customer service support and receiving and responding to various public inquiries for information regarding the Unemployment Insurance (UI) Program. Works under general supervision, with limited latitude for the use of initiative and independent judgment. TWC is a great place to work. In our call center, CSRs learn valuable customer service, problem-solving and decision-making skills that transfer to other positions. We offer a competitive starting salary of $2627.54, great benefits such as a health plan where the state pays 100% of the health plan premium for eligible full time employees, 8 hours of sick and vacation leave per month, retirement benefit plan, and the option to telework. We also have leaders that value continuous improvement, teamwork, innovation, and work-life balance. Benefits to working for TWC include: - Competitive salary: $2,627.54/month - Defined Retirement Benefit Plan - Optional 401(k) and 457 accounts - Medical Insurance - Currently, the state pays 100% of the health plan premium for eligible full-time employees and 50% of the premium for their eligible dependents. Eligible part-time employees get a 50% state contribution for themselves and 25% for their dependents. Employees pay the remainder of the premium by paycheck deduction before taxes are withheld. - Optional Benefits such as dental, vision, and life insurance - 8 hours' sick leave per month - 8 hours' vacation leave per month with potential to earn more with longevity - Employee Assistance Program (EAP) services - Additional benefits for active employees: https://www.ers.texas.gov/Active-Employees/Health-Benefits. 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 a part of a supportive team. Successful candidates will: -Be able to successfully complete the CSR III 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, hybrid 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 unemployment insurance 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 be responsible for: -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 or emotional customers by providing a composed and professional demeanor; identifying and escalating priority issues for resolution -Documenting all customer contacts, facts and accurately processing documents or pending eligibility issues -Providing information on unemployment insurance claims provisions, policies, and requirements to claimants and employers -Researching information in benefit system to address customer inquiries or issues -Remaining flexible and assisting with additional tasks as needed for the success of the department and division Preferred Qualifications: -Experience in a government benefits or other benefits/insurance program -Handling of benefit applications and eligibility determination exp. -Prior customer service and/or call-center experience -Ability to type 40 words per minute with minimal errors -Experience using computers and knowledge of Microsoft Word, Excel, Outlook, and Internet search engines -Bilingual (English and Spanish) Minimum Qualifications: -Graduation from an accredited high school or successful completion of GED certification, plus one year experience in customer service, clerical or administrative support work. -Fifteen semester hours of accredited college work may be substituted for each six months of experience. -One year of full-time call center experience in a customer service representative capacity will satisfy the minimum qualifications. 40 hour a week schedule set by management during hours of operation Monday through Friday 7:00 AM - 7:00 PM. Occasional overtime evenings, weekends, and holiday work may be required in the event of a disaster or business need. TWC may use all available information, including past unemployment claims, to evaluate an applicant’s suitability for the position. Incomplete applications may not be considered. 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: http://www.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. A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042. TWC is not considering applications from persons who require scholarships for an employment Visa. Primary Location : United States-Texas-Fort Worth Work Locations : Fort Worth:301 W 13th St (320-4166) 301 W 13th St Fort Worth 76102-4601 Job : Customer Service Representatives Organization : TEXAS WORKFORCE COMMISSION Schedule : Full-time Employee Status : Regular Job Type : Standard Job Level : Non-Management Travel : No Job Posting : Sep 29, 2022, 5:00:00 AM Work From Home : No