Customer Service Representative

4 weeks ago

Tyler, Texas, United States Dynamic Workforce Solutions Full time
Job Title: Customer Service and Call Center Representative

At Dynamic Workforce Solutions, we are seeking a highly skilled and customer-focused individual to join our team as a Customer Service and Call Center Representative. This role is a critical part of our organization, serving as the first point of contact for all customers seeking Workforce Center Services.

Key Responsibilities:
  • Assist customers in accessing resources to secure employment, training, or other supportive services to attain self-sufficiency.
  • Provide basic information and direct customers to services in an appropriate, timely, and efficient manner.
  • Promote the benefits and scope of services available by making customer referrals to appropriate workshops, assessments, and internal programs.
  • Ensure equitable access for all individuals regardless of needs or barriers.
  • Coordinate the efficient use of resources with partner staff.
  • Use computers and printed materials to assist customers in accessing various websites, including state systems, for relevant information on job search and other resources for developing job leads.
  • Assist customers in accessing labor market information and provide assistance on applications, resume, and cover letter development, as well as work search software tools.
  • Maintain the schedule of workshops and orientations, coordinate staying abreast of regional activities to provide customers with up-to-date information.
  • Answer, transfer, and direct incoming calls from across the region.
  • Maintain customer statistics and provide weekly, monthly, quarterly reports to leadership as required.
  • Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.
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 a 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 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.

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