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Masshire - Customer Service Specialist

3 months ago

Boston, Massachusetts, United States Morgan Memorial Goodwill Industries Full time
Temporary position until 12/31/2- Bilingual in Spanish or Haitian Creole required

SUMMARY:


The Customer Service Representative (CSR) provides direct and professional assistance to Mass Hire Boston Career Center customers seeking employment-related services and training.

The CSR guides customers through Basic Services, recommends Enhanced Services, and informs customers about Training and other Special Services.

The CSR will have a thorough knowledge of One Stop Career Center and partner services, is able to evaluate customer requests, will be familiar with the general eligibility requirements for all funding streams and can refer customers to the proper place or person within the center when required, is familiar with basic resume preparation techniques and is able to conduct web-based employment searches.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provides direct Resource Room customer service and assistance, directing and providing information to customers' inquiries about services and procedures.
  • Maintains uptodate knowledge and familiarity with:
  • Massachusetts One-Stop Employment System (MOSES)
  • Workforce Innovation Opportunity Act (WIOA) Title I programs
  • Massachusetts Division of Career Services and Unemployment Assistance (DETMA)
  • Boston Private Industry Council (PIC)
  • Economic Development & Industrial Corporation (EDIC) of Boston/Jobs & Community Services (JCS)
  • Massachusetts' One-Stop Career Centers, and
  • Morgan Memorial Goodwill Industries' regional programs and services.
  • Answers phone appointment scheduling and files customer registrations.
  • Orients customers about Boston Career Link services, programs and resources, and issues membership cards.
  • Monitors Resource Room area, guaranteeing that customers have access to appropriate information and equipment to conduct career and occupational exploration.
  • Troubleshoots problems related to equipment use and/or Internet browsing.
  • Assists staff in processing customer satisfaction surveys.
  • Maintains records of Resource Room transactions and prepares routine and ad hoc activity reports to management, as required.
  • Provides back up and assistance to other Mass Hire staff, as appropriate to individual position objectives and requirements.
  • Maintains Resource Room for continued daily operation by assuring that copier, fax machine and other equipment is operational and ready for use with needed supplies.
  • Operates a variety of office equipment including personal computer, copy machine, and fax machine.
  • Exercises excellent customer service skills, professional judgment, discretion, confidentiality and sensitivity in all communications.
  • Performs miscellaneous teamrelated duties and coverage as assigned.

QUALIFICATION REQUIREMENTS:

  • High School or General Equivalency Diploma (GED) and one year of related experience required, two years preferred.
  • Demonstrated customer service experience dealing with a general public required.
  • Excellent time management skills; evening, special onsite and offsite events coverage required.
  • Excellent organizational skills; ability to efficiently prioritize and multitask.
  • Must exhibit proven experience in exercising good judgment & appropriate problem solving.
  • Must possess active listening & response skills in interacting with customers, visitors and staff.
  • Must be culturally sensitive to customers and able to work collaboratively with all staff.
  • Requires acceptable results of CORI check according to Goodwill policy and requirements.