Customer Service Specialist

3 weeks ago


Boston, United States Morgan Memorial Goodwill Industries Full time

1010 Harrison Ave, Roxbury, MA 02119, USA Req #1360 Friday, August 16, 2024 ESSENTIAL DUTIES AND RESPONSIBILITIES: Provides direct Resource Room customer service and assistance, directing and providing information to customers’ inquiries about services and procedures. Maintains up-to-date 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. Provides assistance to individuals with resume preparation, job search, Internet browsing and e-mail applications. 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 team-related 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 on-site and off-site events coverage required. Excellent organizational skills; ability to efficiently prioritize and multi-task. 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. #J-18808-Ljbffr



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