Texas Workforce Commission · 2 days ago
Customer Services Representative (San Antonio)
San Antonio:4801 NW Loop 410 (320-4366)4801 NW Loop 410 Ste 902
Full-time
Onsite
New Grad, Entry Level
$3,127.54/mo - $3,127.54/mo
0+ years expThe Texas Workforce Commission (TWC) is dedicated to promoting and supporting a workforce system that fosters economic prosperity. The Customer Services Representative will provide essential customer service by assisting individuals with unemployment benefit inquiries and ensuring a positive experience throughout the claims process.
EducationGovernmentPersonal DevelopmentPublic RelationsService IndustryStaffing Agency
No H1B
Responsibilities
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. Identifies and escalates priority issues for resolution
Documenting all customer contacts and accurately processes documents or pending issues
Gathering facts and issuing eligibility determinations
Providing information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employers
Researching information in benefit system to address customer inquiries or issues
Providing information about the appeal process to claimants or employers, as applicable
Remaining flexible and assisting with additional tasks as needed for the success of the department and division
Qualification
Required
A Texas resident with professional communication skills
Ability to provide exemplary customer service while obtaining unemployment (UI) benefit information
Ability to successfully complete the CSR II training program
Great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette
Comfortable working in a fast paced, constantly changing work environment
Excellent data entry, typing and computer navigational skills
Knowledge or experience in customer service principles
Adapt to call center telephone and technology requirements
Quickly learn unemployment insurance program rules and regulations
Proven track record of good judgment and decision making at work
Understand the importance of being at work when scheduled
Open to feedback and have a professional approach to implementing it
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
Six months of full-time in-service TWC experience classified as a Customer Service Representative I, or Claims Examiner I, or Workforce Development Specialist I with regular status will satisfy the minimum qualifications
Preferred
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)
Benefits
Defined Retirement Benefit Plan
Optional 401(k) and 457 accounts
Medical Insurance
Paid time off, including time for vacation, sick and family care leave
Company
Texas Workforce Commission
Texas Workforce Commission (TWC) is the state agency charged with overseeing and providing workforce development services to employers and job seekers of Texas.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$3.66MKey Investors
U.S. Department of Labor
2022-07-07Grant· $3.66M
Leadership Team
DeAnn Lowrey
Pre-K Partnership Specialist
Heather Hall
CIO / IT Director
Recent News
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2025-09-26
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