Customer Engagement Specialist The LDM Group - 5.0 National Harbor, MD Job Details Full-time $21 - $24 an hour 14 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Professional development assistance Referral program Qualifications Customer communication Active listening De-escalation techniques Conflict de-escalation High school diploma or GED Continuous improvement Client referral services Associate's degree Referral coordination Workforce development Full Job Description Company Overview The LDM Group LLC is a trusted Federal Government contractor delivering Administrative, Human Capital Management, and Project Management solutions to Federal civilian and Department of Defense clients. Our dedicated team of experts brings over 30 years of experience supporting complex federal missions with a focus on quality, responsiveness, and operational excellence. Position Summary The Customer Engagement Specialist provides enhanced service navigation beyond basic front desk reception. The position supports warm handoffs, referral coordination, accessibility, customer follow up, service barrier identification, and continuous improvement of the customer experience. Essential Duties Engage customers to understand service needs, employment goals, barriers, and next steps. Help customers navigate center services, workshops, appointments, training, employer services, internships, and supportive services. Provide warm handoffs to partner staff and confirm that customers reach the appropriate service. Maintain current service directories, referral guides, resource information, and partner contacts. Assist customers experiencing disability related, language, technology, transportation, housing, justice involvement, or other access barriers. Support customer surveys, feedback collection, and customer experience improvement. Document referral issues, access barriers, recurring concerns, and follow up needs. Coordinate with partner agencies and community organizations to resolve service access issues. Support outreach, events, workshops, and information sessions. Communicate customer trends and unresolved concerns to the Regional Coordinator and Program Manager. Follow confidentiality, accessibility, professional boundary, and complaint routing procedures. Minimum Qualifications High school diploma or equivalent required; associate degree preferred. At least two years of experience in workforce services, human services, community services, case support, service navigation, outreach , or customer engagement preferred. Strong interpersonal communication, active listening, customer navigation, and documentation skills. Understanding of warm handoffs, referrals, community resources, and customer access barriers. Demonstrated conflict resolution, de escalation, and problem solving abilities. Ability to work at and travel between both American Job Center locations. Join us as a Customer Engagement Specialist to make a meaningful impact by delivering outstanding service that keeps our clients engaged and satisfied. Your energy, communication expertise, and dedication will be vital in fostering lasting relationships while advancing your career in a supportive environment committed to excellence.

Pay:

$21.00 - $24.00 per hour Expected hours: 40.0 per week

Benefits:

Dental insurance Health insurance Paid time off Professional development assistance Referral program Vision insurance

Work Location:

In person