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Client Support Specialist

2 months ago

Nacogdoches, Texas, United States Dynamic Workforce Solutions Full time
Job Title: Customer Service Rep

Reports to: Center manager

Position Classification: Non-exempt

Office Location: Nacogdoches, TX

Primary Objectives of Position: Acts as the initial point of contact for all clients seeking Workforce Center Services.

Essential Job Functions:
  • Assist clients in accessing resources to secure employment, training, or other supportive services to achieve self-sufficiency.
  • Provide fundamental information and direct clients to services in an appropriate, timely, and efficient manner.
  • Promote the advantages and scope of services available by making client referrals to suitable workshops, assessments, and internal programs.
  • Ensure equitable access for all individuals regardless of needs or barriers.
  • Coordinate the effective use of resources with partner staff.
  • Utilize computers and printed materials, assisting clients in navigating various websites, including state systems, for relevant job search information and other resources for developing job leads.
  • Support clients in accessing labor market information and provide assistance with applications, resume and cover letter development, and work search software tools.
  • Maintain the schedule of workshops and orientations, ensuring awareness of regional activities to provide clients with up-to-date information.
  • Answer, transfer, and direct incoming calls from across the region.
  • Maintain client statistics and provide weekly, monthly, and quarterly reports to leadership as required.
  • Exhibit Extreme Customer Service behaviors in all interactions with internal and external clients.
Other Job Duties: This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required, including requiring overtime.

Physical Demands/Work Environment: Physical requirements include carrying/lifting up to 5 pounds frequently; up to 10 pounds regularly; and up to 25 pounds occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting, and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity

Qualifications:

Education: Associate Degree with coursework in Social Services or related field or equivalent experience.

Experience: Minimum 2 years of customer service experience required. Must possess excellent verbal and written communication skills as well as demonstrated computer skills. Workforce Service experience or demonstrated ability to serve diverse populations required. Prefer working knowledge of all applicable local Workforce Service programs. Familiarity with applicable federal, state, and local laws and regulations required.

Skills/Abilities: Must possess excellent public relations skills. Ability to handle stressful situations required. Basic computer literacy including ability to use the Internet and Microsoft Office products. Ability to multi-task in a fast-paced environment. Strong listening and problem-solving skills. Ability to work independently with minimal supervision and effectively as part of a team. Excellent interpersonal skills and Extreme Customer Service orientation. Strong oral and written communication skills.

Additional Requirements: Must have a valid driver's license and adequate vehicle insurance coverage.

Benefits:
Insurance: Health, Life, Dental, and Disability, PTO, Paid Holidays, 401K, Flexible Spending Account, Tuition Assistance