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Job Description
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Position Title:
Customer Service Specialist Work Schedule:
Monday-Friday 40 hrs./wk.
SUMMARY:
A (CSRC) programmatic position that is primarily responsible for front desk duties of the Career Center, as well as providing basic Wagner Peyser services to all clients in the Resource Room.
These services include the following:
answering inquiries, assisting clients with referrals to jobs and other programs and services, and providing general assistance to clients as needed.
PRIMARY PROGRAM RESPONSIBILITIES
1. Greet and receive clients and customers (via phone and in-person) to ascertain services needed. Manage the customer service delivery flow of the resource room and maintain the calendar of appointments for the Career Center. 2. Direct clients and customers to appointments with Career Center staff, and/or direct clients to resources and/or services as appropriate. 3. Provide orientation on workforce services and information on Center programs, partners, available resources, and services on all programs to clients. 4. Ensures that first-time clients, as well as target-population clients, are queued to meet with a Career center staff in the appropriate order, while providing Priority of Service to veterans. 5. Provide information and on-line tools to assist customers with Labor Market and Career information. 6. Assist clients of the Resource Room with job searches, job referrals, and referrals to workshops and other programs and services as appropriate. 7. Continuously interacts with Career Planners to identify and meet the needs of CSRC program participants visiting the Resource Room. 8. Maintain the Career Center Traffic report to ensure timely and accurate recording of daily client and customer visits to the Career Center, and documents services in Employ Florida as appropriate. 9. Maintain and print daily job order listing for the Resource Room. 10. Source candidates on Unsuppressed job orders and conducts follow-up as required. 11. Actively engage Resource Room clients in order to ensure their needs are met. 12. Enter staff assisted services and case notes into Employ Florida accurately and in a timely manner. 13. Inform and monitor clients regarding Career Center standards, policies, and requirements. 14. Assist with de-escalation of client issues and acts in accordance with CSRC policies and procedures. 15. Help compile information for reports, as requested by the Career Center Manager. 16. Maintains the appearance of the Front Desk and Resource Room including refilling pamphlets, supplies, and other information. 17. Assume other duties as assigned.
KNOWLEDGE AND SKILL REQUIREMENTS
1. Effective customer service, interpersonal and communication skills. 2. Efficient organizational skills. 3. Ability to identify and communicate employment barriers. 4. Sensitivity to individuals who may be experiencing stress. 5. Knowledge of the Employ Florida preferred and the ability to assist clients in registration and to run relevant reports on productivity. 6. Proficiency in MS Office, specifically use of the Internet, Word and Excel programs. 7. Knowledge of the community partners and other community resources. 8. Knowledge of the local labor market preferred. 9. Ability to provide orientations or meetings in a public setting. 10. Must be Workforce Development Professional Tier 1certified within the first 6 months of employment.
EDUCATION AND EXPERIENCE REQUIREMENTS
1. Associate degree and one (1) year extensive customer contact experience OR 2. High School Diploma and three (3) years extensive customer contact experience
ADA REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be used to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; talk or hear. The employee is occasionally required to reach with hands and arms; balance, stoop, or kneel. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
ENVIRONMENTAL FACTORS
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in a fast-paced office environment with high public contact, extensive phone and computer usage. This role routinely uses standard office equipment such as phones, computers, photocopier, filing cabinets and fax machines. While performing the duties of this job, the employee is usually not exposed to weather conditions. Position may require extended hours including evenings and weekends. The noise level in the work environment is usually moderate.
TRAVEL REQUIREMENTS
Generally, travel requirements of less than 25%. Travel to multiple worksites and occasional out-of-town travel to attend standard training that may be local, in state or out of state. Must have reliable transportation, a valid driver's license, auto insurance and be insurable under the CSRC policy.
ACKNOWLEDGEMENT
NOTE:
The above statements are intended to describe the general nature of work performed by the Customer Service Specialist. These statements are not to be construed as an exhaustive list of all responsibilities, tasks and skills required of an employee in this position. Employer reserves the right to request that other tasks be performed when warranted (for example: by emergencies, changes in personnel, or workload, corporate reorganization, or technical development). Employee recognizes that, albeit highly rewarding, position is fast-paced, ever-changing, and moderately stressful. This job description is subject to change/revision at any time without prior notification.
