Customer Service/RESEA Specialist CareerSource Research Coast - 3.4 Fort Pierce, FL Job Details Full-time $43,500 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Case documentation in social services Personal service client interaction documentation Spanish Case assessment De-escalation techniques Conflict de-escalation Employment counseling High school diploma or GED Documentation tools Haitian Creole Calendar management Customer engagement Client referral services Workforce development advising (career advising) Stocking Productivity software Progress documentation Associate's degree Referral coordination Technical Proficiency Time management Full Job Description A CareerSource Research Coast (CSRC) programmatic position responsible for providing front-line workforce services to Career Center customers and facilitating Reemployment Services and Eligibility Assessment (RESEA) services for participants identified by FloridaCommerce. The position provides customer assistance, employment services, job and program referrals, and workforce information, and conducts RESEA orientations, assessments, employment planning, referrals, follow-up, and other required program activities to support participants in returning to employment.

PRIMARY CUSTOMER SERVICE RESPONSIBILITIES 1.

Greet and engage customers by phone and in person to identify service needs, manage customer service flow, and provide appropriate workforce services and assistance. 2. Direct customers to scheduled appointments and connect them to Career Center staff, programs, partner services, and other resources as appropriate. 3. Provide general information regarding CSRC programs, partner services, available resources, and workforce services, while ensuring Priority of Service for Veterans and Eligible Spouses. 4. Ensure first-time and target-population customers are connected to appropriate staff and services in accordance with established customer service procedures. 5. Assist Resource Room customers with job searches, job referrals, online workforce tools, and access to other programs and services as appropriate. 6. Maintain the Career Center Traffic Report to ensure timely and accurate recording of customer visits and service activity. 7. Manage the Career Center's Referrals Pending Review list and ensure results are recorded within established timeframes. 8. Source qualified candidates for unsuppressed job orders and conduct appropriate follow-up. 9. Actively engage Resource Room customers to identify needs and ensure appropriate assistance is provided. 10. Enter staff-assisted services, case notes, and other required service documentation into Employ Florida accurately and timely. 11. Inform customers of applicable Career Center standards, policies, and requirements and assist with the de-escalation and resolution of customer concerns in accordance with CSRC policies and procedures. 12. Maintain the professional appearance and readiness of the Front Desk and Resource Room, including ensuring informational materials, supplies, and other resources are appropriately stocked and available.

PRIMARY RESEA PROGRAM RESPONSIBILITIES 1.

Conduct individual and/or group RESEA orientations and provide participants with information regarding CSRC workforce programs, services, partner resources, and reemployment requirements. 2. Ensure RESEA participants complete required Employ Florida registration, Wagner-Peyser application, current resume, and other required program activities and documentation. 3. Provide relevant labor market and career information to assist RESEA participants in identifying employment opportunities and establishing employment goals. 4. Administer or arrange appropriate skills and career assessments based on participant needs. 5. Develop Employment Development Plans (EDPs) with RESEA participants that identify employment barriers, short- and long-term employment goals, and assigned activities designed to support successful reemployment. 6. Screen and refer RESEA participants to WIOA and other workforce programs, partner services, and community resources based on identified needs and employment goals. 7. Conduct targeted job searches with job-ready RESEA participants and provide appropriate job referrals and employment assistance. 8. Enter RESEA services, case notes, EDP activities, attendance, and other required participant information into Employ Florida accurately and timely and maintain complete and accurate program documentation. 9. Maintain RESEA scheduling and Event Calendar information in Employ Florida and conduct required appointment confirmation and missed-appointment follow-up activities. 10. Monitor RESEA participants' progress toward completion of assigned EDP activities and conduct required follow-up. 11. Review applicable RESEA performance and compliance reports, including Yellow Flag and Red Flag reports, to ensure required activities and attendance are documented timely and accurately. 12. Compile customer, service activity, and RESEA program information for reports as requested. 13. Perform other duties as assigned. The Customer Service/RESEA Specialist must have: 1. Excellent customer service, interpersonal, verbal, and written communication skills, with the ability to effectively engage individuals with varying needs and backgrounds. 2. Strong organizational and time-management skills, with the ability to manage multiple priorities, appointments, documentation requirements, and customer needs. 3. Ability to assess customer needs, identify employment barriers, and assist individuals in establishing appropriate employment goals and activities. 4. Ability to exercise sound judgment, take initiative, solve problems, and determine appropriate services and referrals based on individual customer needs. 5. Ability to effectively address customer concerns, manage difficult interactions, and de-escalate challenging situations while maintaining professionalism. 6. Strong presentation and facilitation skills, with the ability to provide orientations and communicate workforce and program information effectively in individual and group settings. 7. Knowledge of workforce programs, community resources, and partner services, with the ability to appropriately connect customers to available services and resources. 8. Knowledge of local labor market conditions, job-search strategies, and employment resources. 9. Proficiency with Microsoft Office applications and the ability to effectively use other technology required to perform assigned duties. Experience with Employ Florida preferred. 10. Ability to maintain accurate and timely case notes, service records, participant documentation, and other required program information. 11. Required to obtain CareerSource Research Coast Workforce Development Professional - Tier 1 certification within the first month of employment, if not already certified. The ideal candidate will connect quickly with people. This job will entail working at a fast pace and will require actively engaging with people in order to complete tasks and motivate others. Individuals applying for this position should have either an associate degree with one (1) year of extensive customer contact experience or a High School Diploma with three (3) years of extensive in-peerson customer contact experience.

Job Type:

Full-time Pay:

$43,500.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Shift:

8 hour shift

Education:

High school or equivalent (Required)

Experience:

Extensive Customer Contact:

1 year (Required)

Language:

Spanish (Preferred) Haitian Creole (Preferred)

Work Location:

In person