THIS POSTING IS FOR EXISTING TWC EMPLOYEES ONLY

WHO WE ARE:
We are looking for you to take the next step! The Texas Workforce Commission (TWC) is seeking a Customer Service Representative II to join the UI Administration & Operational Support (UIA&OS) Department, to help provide Unemployment Insurance (UI) guidance and support to TWC staff across the state. The position will be located in UI Administration and Operational Support (Austin, Texas) or at one of the TWC UI Client service Centers (El Paso, Fort Worth, McAllen, San Antonio).

TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

WHO YOU ARE:
UIA&OS is seeking a Customer Service Representative II who enthusiastically shares our department's *E.P.I.C. vision and values in a positive, high-paced, energetic team environment. Each day, we reinforce our vision: "Creating a Positive Culture of Excellence and High Expectations Focused on Continuous Improvement."  

WHAT YOU WILL DO:
The Customer Service Representative II performs routine (journey-level) customer service work providing immediate service delivery by telephone. Work involves providing external customer service support and receiving and responding to public inquiries for information regarding the Unemployment Insurance (UI) program. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

WHAT YOU WILL BE RESPONSIBLE FOR: 
- Receive and respond to various public inquiries for information regarding the Unemployment Insurance Program. 
- Gather, research, investigate, monitor, and implement UI Special claims procedures, programs, and services.
- Use the Unemployment Insurance (UI) benefits system to review all claims for proper payment and conformance to state and federal regulations.
- Process special program assignments in the Chargeback and Combined Wage Claims programs.
- Handle internal/external calls from claimant employers, and agency personnel regarding the UI program and resolve Special Claim program inquires adhering to established state and federal guidelines.
- Review determinations on initial, additional, reopen claims, and investigate responses to chargeback notices. 
- Evaluate facts regarding any availability issues for unemployment benefits.
- Adhere to all TWC and UI rules, regulations, and policies.
- Perform other duties as assigned

YOU QUALIFY WITH:
-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.

YOU ARE A GREAT FIT WITH:
- Able to handle multiple priorities with frequent interruptions.
- Attention to detail and accuracy.
- Ability to type 40 words per minute with minimal errors.
- Recent experience with the UI program and UI Benefits System.
- Knowledge of Microsoft Word, Excel, Outlook, and Internet browsers.
- Spanish speaker.

YOU GAIN: 
- A Family Friendly Certified Workplace.  
- Competitive salary: $3,237.00/month 
- Defined Retirement Benefit Plan 
- Optional 401(k) and 457 accounts 
- Medical Insurance 
- Paid time off, including time for vacation, sick and family care leave 
- Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.

Will work 40 hours a week during hours of operation Monday through Friday, 8:00 AM to 5:00 PM CT. Occasional overtime (evenings, weekends, and holidays) may be required. Management will set the schedule. Duties require up to 10% travel (within the state of Texas) and the ability to lift 15 Lbs. Skills testing may be given prior to an interview. An oral interview will be part of the selection process. Criminal background check conducted on final candidate.

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: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf

HOW TO APPLY: 
To be considered, please complete an Application for Employment and apply on Taleo. TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. 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 the Texas Labor Code, Section 301.042.

Job Details

Primary Location: United States-Texas-Austin

Work Locations: Austin:1411 Brazos, 1411 Brazos St, Austin, 78701

Job: Customer Service Representatives

Organization: TEXAS WORKFORCE COMMISSION

Schedule: Regular

Shift: Standard

Employee Status: Non-Management

Job Type: Full-time

Travel: Yes, 10 % of the Time

Job Posting: Jun 30, 2026, 3:59:30 PM