Customer Service Rep

Non-exempt, limited-term position reporting to the Customer Service Manager.

About the Role

Serves as the first point of contact for all customers seeking Workforce Center Services.

Responsibilities

• Assist customers in accessing resources to secure employment, training, or other supportive services to attain self-sufficiency.
• Provide basic information and direct customers to services in an appropriate, timely, and efficient manner.
• Promote the benefits and scope of services available by making customer referrals to appropriate workshops, assessments, and internal programs.
• Ensure equitable access for all individuals regardless of needs or barriers.
• Coordinate the efficient use of resources with partner staff.
• Use computers and printed materials to assist customers in accessing various websites, including state systems, for relevant job search information and other resources for developing job leads.
• Assist customers in accessing labor market information and provide assistance on applications, resume and cover letter development, and work search software tools.
• Maintain the schedule of workshops and orientations, and stay abreast of regional activities to provide customers with up-to-date information.
• Answer, transfer, and direct incoming calls from across the region.
• Maintain customer statistics and provide weekly, monthly, and quarterly reports to leadership as required.
• Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.

Other Duties

This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required.

Requirements

• Associate Degree with coursework in Social Services or related field, or equivalent experience.
• Minimum 2 years of customer service experience.
• Excellent verbal and written communication skills.
• Demonstrated computer skills.
• Workforce Service experience or demonstrated ability to serve diverse populations.
• Working knowledge of all applicable local Workforce Service programs (preferred).
• Familiarity with applicable federal, state, and local laws and regulations.
• Valid driver’s license and adequate vehicle insurance coverage.

Skills

• Excellent public relations skills.
• Ability to handle stressful situations.
• Basic computer literacy, including ability to use the Internet and Microsoft Office products.
• Ability to multi-task in a fast-paced environment.
• Strong listening and problem-solving skills.
• Ability to work independently with minimal supervision and effectively as part of a team.
• Excellent interpersonal skills and Extreme Customer Service orientation.
• Strong oral and written communication skills.

Physical Demands

• Carrying/lifting up to 5 pounds frequently, up to 10 pounds regularly, and up to 25 pounds occasionally.
• Visual acuity, speech, and hearing.
• Hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.
• Subject to carrying, lifting, twisting, and reaching to perform essential job functions.

Work Environment

Primarily in an office environment with occasional travel to other locations.

Pay

$17 per hour

Benefits

• Health, Life, Dental, and Disability Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401K
• Flexible Spending Account
• Tuition Assistance