Program Support Assistant Jobs in Kyle, TX (NOW HIRING)

THIS POSTING IS FOR EXISTING TWC EMPLOYEES ONLY
WHO WE ARE:
We are looking for you to taking the next step! The mission of the Texas Workforce Commission (TWC) is to promote and support a workforce system that creates value and offers employers, individuals and communities the opportunity to achieve and sustain economic prosperity.
To support our mission, we are seeking to fill a Program Specialist I-II position in the TAX Unemployment Insurance Employer Services Desk (ESD). This position will be reporting to UI Tax and can reside at any tax office location.
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:
A professional individual who enthusiastically shares our department's *E.P.I.C. vision and values (Engage, Promote, Inform, continuously improve) in a positive, high-paced, energetic team environment, good organizational skills and strong attention to detail.
WHAT YOU WILL DO: 
This Program Specialist I-II position will perform routine to moderately complex (journey-level) customer service work providing immediate service delivery by telephone. Work involves providing external customer service support and receiving and responding to various employer inquiries for information about the Unemployment Insurance and Tax program. Will train others. Will function as a lead worker or assistant supervisor and work may include supervising specific aspects of ESD. Works under moderate to general supervision, with limited latitude for the use of initiative and independent judgment. 
WHAT YOU WILL BE TRUSTED TO DO:
- Work quickly, perform multiple tasks, pay attention to detail, enter and retrieves data from computer, and provide quality customer service.
- Adhere to the work and daily inbound call schedule as outlined by team supervisor.
- Serve our customers, other staff, groups, and situations with quality and timely customer service in accordance with TWC's mission, vision, and philosophy.
- Provide advanced technical and program assistance to ESD Customer Service Representatives.
- Conduct training as directed and mentor staff regarding ESD actions.
- Serve as team lead in supervisor's absence.
- Permitted latitude to solve problems and work in a lead role.
- Promptly answer calls from ESD group and/or customers, assess the nature of the call and take appropriate action.
- Assist ESD CSR and/or customer with requested information, including inquiries regarding UI Tax

YOU QUALIFY WITH:
-Program Specialist I:  Six months of full-time experience in the development, implementation, or interpretation of policies and procedures in a public or private agency.  Acceptance into a TWC Internship or TWC Apprenticeship will satisfy the minimum qualifications.
-Program Specialist II:  One year of full-time experience in the development, implementation, or interpretation of policies and procedures in a public or private agency.  Six months of full-time in-service TWC experience classified as a Program Specialist I or Program Supervisor I with regular status will satisfy the minimum qualifications.
-Both Levels:  Relevant academic credits may be applied toward experience qualifications for this position. 
YOU ARE A GREAT FIT WITH:
- Experience in handling the application of the Texas Unemployment Compensation Act (TUCA) as it applies to Tax. 
- Experience in evaluating information to render an appropriate decision.
- Experience in the gathering of facts resulting in a quality decision.
- Experience in assisting supervisor as Team Lead. 
- Bilingual (English and Spanish) preferred.
- Experience in using initiative and independent judgment in complaint resolution.
- Strong word processing and typing skills.
- Experience in training, coaching, or counseling.
- Microsoft Office (Word, Outlook, Excel and PowerPoint), FileNet, CAST, CAPES, EDGE, and general word processing skills preferred.
- Ability to have resilience and poise under high pressure with patience and understanding.
- Able to communicate, verbally and in writing, in a clear and concise manner.
- Must have at least two years of experience as a TWC Accounts Examiner
- Possess the following skills/traits - be inquisitive, flexible, adaptable, adept at Tax & delivery of customer service, maintain composure & positive attitude.

YOU GAIN: 
- A Family Friendly Certified Workplace.  
- Competitive starting salary: $3581.33-$3793.41/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. 
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_ProgramManagement.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.