Workforce Coordinator – Phone-Based Client Services

About the role

The Pikes Peak Workforce Center (PPWFC) is a dual county consortium serving both El Paso and Teller Counties. The Workforce Coordinator performs a variety of tasks essential to office operations and provides excellent customer service to a diverse client base.

Responsibilities

• Answers phones, and greets customers, including job seekers, businesses, board members, elected officials, and visitors: provides excellent customer service with the philosophy of meeting people where they are and not where we think they should be.
• Responds to phone, e-mail, texts, and in-person requests for information from internal and external customers and outside agencies.
• Maintains complex electronic filing systems and databases with responsibility for the integrity of data collected and entered into the appropriate system to ensure compliance with U.S. Department of Labor and Colorado Department of Labor and Employment rules and regulations.
• Completes U.S. Department of Labor or Colorado Department of Labor and Employment grant-specific duties and assignments.
• Updates and maintains resource material for internal and external customers and outside agencies.
• Composes and writes general correspondence, letters, and memos. Materials may be technical, complex, and confidential in nature.
• Performs specialized functions for internal and external departments, community-based organizations, and groups and / or boards, which may be of a complex, technical, or sensitive nature.
• Demonstrates the ability to help customers with the latest technology in job searching, resume building, transferable skills matching, labor marketing education, and more to assist with a quality job.
• Provides exceptional customer service and technical support in a computer lab customer-driven environment.
• Promote the benefits and opportunities available through PPWFC and the available grants and services.
• Provides referrals as needed to other PPWFC resources, funding, and appropriate services.
• Educate customers and businesses on job development, training, and post-employment services provided by PPWFC.
• Identifies required resources and develops an effective customer-focused work plan, conferring with other PPWC staff members and community-based organizations as appropriate.
• Serves as administrative or technical support under specific department and/or board-related activity.
• Prepares statistical reports from various database systems. Compiles data and documentation for reporting.
• Coordinates with external and internal businesses, educational institutions, and community-based organizations.
• Performs other duties as required.

Qualifications

• Knowledge of and the ability to use artificial intelligence preferred.
• A flexible team player with the ability to work successfully in a changing environment.
• Interpersonal skills: Awareness of others' reactions, empathy, and understanding.
• Handle sensitive and confidential situations and information from individuals with all backgrounds, life experiences, ages, ethics, disabilities, and more.
• Ability to communicate effectively, both verbally and in writing, with government officials, colleagues, applicants, and the public.
• Ability to provide excellent customer service.
• Ability to remain sensitive to cultural diversity, race, gender, and other individual differences with customers.
• Conflict management: Familiarity with taking ownership of the handling of complaints and disputes, showing empathy and understanding to achieve resolution.
• Ability to use standard office equipment including computer, fax machine, copier, etc.
• Proficient in Microsoft Office software: Sharepoint, Word, Excel, PowerPoint, Outlook, texting, etc.
• Must be receptive to the adoption and application of new and innovative technologies and technological platforms.
• Ability to perform all duties and responsibilities in a timely and effective manner in accordance with Workforce Innovation and Opportunity Act (WIOA), Wagner-Peyser, Workforce Development Board (WDB), discretionary grants, El Paso County and PPWFC policies, programs, and guidelines to achieve the overall objectives of the position.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Three years of experience in customer service, job seeker assistance, or related field.
• Associate’s degree in a related field may substitute for one year of the required experience.
• Bachelor’s degree in a related field may substitute for two years of the required experience.

Preferred Education & Experience

• Two years of experience in working with federal or state grants.
• Experienced in working on special, detailed projects either independently or in a group setting.