Customer Services Representative (Multiple Locations)

Position Overview

The Texas Workforce Commission (TWC) is seeking passionate and professional Customer Service Representative II candidates to support our Employer Services Desk. In this role, you will assist employers with inquiries related to TAX and Unemployment Insurance benefit programs while representing TWC’s commitment to excellence and the E.P.I.C. vision.

This position reports to the Tax Department and may be based near Tele-Center locations in McAllen or San Antonio, or at Tax offices in Laredo or Corpus Christi. Applicants must be Texas residents or be willing to relocate, and must meet specific employment eligibility requirements.

Key Responsibilities

• Respond to and resolve routine Employer UI/Tax inquiries received via inbound calls and online callback forms.
• Assist employers in navigating and becoming self-sufficient with TWC’s employer self-service options.
• Provide accurate, valid, and complete information using the appropriate tools and methods.
• Document employer contacts and process related transactions or pending issues accurately.
• Research information in the Unemployment Tax System to address inquiries or issues.
• Maintain a professional demeanor during challenging calls and escalate priority issues when needed.
• Remain flexible and assist with additional tasks to support department success.

Required Qualifications

• Six months of experience in customer service, clerical, call center, or administrative support work (relevant academic credits may apply).
• Successful completion of Employer Services Desk training.
• Excellent listening, interpersonal, and computer navigational skills.
• Must be a Texas resident or willing to relocate to Texas.

Preferred Qualifications

• Experience in a call center environment or with government agencies providing services to employers.
• Excellent computer skills with proficiency in Microsoft Word, Excel, Outlook, and Internet Explorer.
• Exceptional verbal and written communication skills; Bilingual (English and Spanish) is an asset.

Benefits & Perks

• Family Friendly Certified Workplace
• Competitive Salary: $3,127.54
• 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 available at the TWC website.