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Texas Workforce Commission (TWC) employees and our partners are expected to serve the public with respect, concern and courtesy, conducting themselves in a manner that enhances public confidence in the agency. Our employees will provide courteous, fair and impartial service in their interactions with customers. Recognizing the diversity of Texas, they will value cultural and individual differences and exhibit positive, nondiscriminatory behavior toward customers.
TWC is a quality customer service agency, providing information and complaint resolution to all our customers:
Our employees are dedicated to quality customer service. In fact, all TWC employees have quality customer service standards as part of their job performance reviews, including:
We gauge our success through critical information we gather from our customer surveys, appraisals and other assessment tools.
Customer communications, including both complaints and concerns, are received by a knowledgeable representative who will respond to you by telephone, letter or email in a timely manner. The Customer Relations unit coordinates, assists with and follows up on all complaint resolution within the agency.
We know you are anxious for results, so if we are delayed in assisting you, we will keep you informed. We strive to acknowledge all written and electronic communications within five business days of receipt, and telephone calls within one day. Timeliness is very important to TWC, however quality is paramount.
Customer Relations Representative