Customer Services Representative; El Paso

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Texas Workforce Commission connects people with careers across the state. Our offices are located throughout Texas, with this position at 1359 Lomaland Dr, El Paso, Texas. We are a Family Friendly Certified Workplace with great work‑life balance, competitive salaries, extensive training opportunities, and fantastic benefits.

This position is located at 1359 Lomaland Dr, El Paso, Texas in the West Texas Tele‑Center. Duty involves up to 20% travel within the state of Texas.

• A Texas resident with professional communication skills who can provide exemplary customer service and obtain unemployment (UI) benefit information.
• Valid U.S. work authorization (no visa sponsorship required). You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

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 initiative and independent judgment.

• Processing UI claims over the phone and data‑entering information into the benefit system and databases.
• Responding to and resolving routine UI inquiries received via 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 with a composed and professional demeanor; escalating priority issues for resolution.
• Documenting all customer contacts and accurately processing 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 the 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 department and division success.

• Successfully complete the CSR II training program.
• Have great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette.
• Be comfortable workingygy a fast‑paced, constantly changing, hybrid work environment.
• Have excellent data entry, typing, and computer navigation 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.

• Relevant academic credits may be applied toward experience qualifications for this position.

• 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 strongly preferred.
• Bilingual (English and Spanish).

• A Family Friendly Certified Workplace.
• Competitive salary: $3,127.54/month.
• Defined Retirement Benefit Plan.
• Optional 401(k) and 457 accounts.
• Medical insurance.
• Paid time off, including vacation, sick, and family care leave.
• Additional benefits for active employees can be found at https://(Use the "Apply for this Job" box below)..

Use your military skills to qualify for this position or other jobs! Go to  to translate your military២០២ work experience into civilian terms. Also you can compare this position to military occupations (MOS) at the Texas State Auditor's Office

XA:  Crosswalk/.

To be considered, please complete the State of Texas Application for Employment and apply online at

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A position utilizing this classification will be designated as security sensitive according to踪 the Texas Labor Code,施工 301.042.

Entry level

Full‑time

Other / Government Administration