Customer Service Representative

WHO WE ARE

The Texas Workforce Commission (TWC) administers the Unemployment Benefits and Tax programs in Texas. Employer‑paid state unemployment taxes and reimbursements pay for state unemployment benefits and are an investment in the state workforce.

The Employer Services Desk (ESD) is the front line in supporting employers as they navigate day‑to‑day decisions related to managing unemployment benefit claims and their tax account. We strive to provide supportive education and guidance to our customers in these areas.

TWC is seeking to fill 2 Customer Service Representative (CSR) II positions responsible for handling employer inquiries. This position will report to UI (Unemployment Insurance) Client Services in Austin or one of the tele‑centers (Fort Worth, McAllen, San Antonio).

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 be willing to relocate to Texas.

A Texas resident with professional communication skills who can provide exemplary customer service to employers reaching out for UI benefit program assistance. 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. You must also be an individual who enthusiastically shares our department's E.P.I.C. vision and values in a positive, high‑paced, energetic team environment.

• Be able to successfully complete Employer Services Desk training.
• Have great listening/communication skills including interviewing techniques.
• 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 and be proficient in Employer Services for both UI and Tax programs.
• Have a proven track record of good judgment and decision making at work.
• Understand the importance of being at work when scheduled and strict adherence to work schedule.
• Be open to feedback and have a professional approach to adjusting as needed.

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.

• Responding to and resolving routine employer UI/Tax inquiries received through inbound calls and online callback forms.
• Assisting employers in navigating and becoming self‑sufficient in using all employer self‑service options available on the TWC website.
• Ensuring a positive and exemplary experience.
• Providing accurate, valid, and complete information to employers using the right methods and tools.
• Maintaining a composed and professional demeanor while handling challenging calls.
• Identifying and escalating priority issues for resolution or coordinating with other departments to assist the employer.
• Documenting all employer contacts and accurately processing documents or pending issues.
• Taking complete fact‑finding when employers call to respond to UI claims.
• Researching information in benefit system to address employer inquiries or issues, as applicable.
• Remaining flexible and assisting with additional tasks as needed for the success of the department and division.

• Experience working in a call center environment or with other government agencies providing services to employers.
• Ability to deliver services using a high level of customer service.
• Excellent computer and typing skills.
• Knowledge of Microsoft Word, Excel, Outlook, Teams, and Internet Explorer.
• Exceptional verbal and written communication skills.
• Bilingual (English/Spanish) skill set.

• Six months of experience in customer service, clerical, call center, or administrative support work.
• Relevant academic credits may be applied…