Service Center Associate

2 weeks ago

Longview, Texas, United States Dynamic Workforce Solutions Full time
Job Overview

Position Title: Customer Service and Call Center Representative

Reports To: Customer Service Supervisor

Classification: Non-exempt

Compensation Range: $17 - $19 per hour


Key Responsibilities:

  • Act as the primary contact for customers seeking assistance with Workforce Center Services.
  • Guide customers in utilizing resources to find employment, training, or other supportive services to achieve self-sufficiency.
  • Deliver essential information and direct customers to appropriate services in a timely and efficient manner.
  • Advocate for the benefits and range of services available by referring customers to relevant workshops, assessments, and internal programs.
  • Ensure equitable access for all individuals, regardless of their needs or barriers.
  • Facilitate the effective use of resources in collaboration with partner staff.
  • Utilize computers and printed materials to assist customers in navigating various websites, including state systems, for relevant job search information and resources.
  • Support customers in accessing labor market data and provide guidance on applications, resume and cover letter creation, and job search software tools.
  • Maintain the schedule of workshops and orientations, staying informed about regional activities to provide customers with current information.
  • Manage incoming calls from across the region, including answering, transferring, and directing calls appropriately.
  • Track customer statistics and prepare weekly, monthly, and quarterly reports for leadership as needed.
  • Exhibit Extreme Customer Service behaviors in all interactions with both internal and external customers.

Additional Responsibilities: This job description is not exhaustive. The employee may be asked to perform other reasonable related duties as assigned by their immediate supervisor and management as necessary. The company reserves the right to modify job duties as business needs evolve. It is also understood that the company may adjust work schedules as required, including the possibility of overtime.

Physical Requirements/Work Environment: Physical demands include the ability to carry/lift up to 5 pounds frequently; up to 10 pounds regularly; and up to 25 pounds occasionally. Visual acuity, speech and hearing, hand-eye coordination, and manual dexterity are necessary to operate an automobile and use a computer keyboard and basic office equipment. Working conditions are primarily in an office setting with occasional travel to other locations.


Required Skills: Strong focus on Extreme Customer Service, eagerness to learn, effective communication skills, teamwork orientation, and technical proficiency.


Qualifications:

Education: Associate Degree in Social Services or a related field, or equivalent experience.


Experience: A minimum of 2 years of customer service experience is required. Candidates must possess excellent verbal and written communication skills, along with demonstrated computer proficiency. Experience in Workforce Services or the ability to serve diverse populations is essential. Familiarity with applicable federal, state, and local laws and regulations is required.

Skills/Abilities: Candidates must have strong public relations skills and the ability to manage stressful situations. Basic computer literacy, including proficiency in using the Internet and Microsoft Office products, is necessary. Ability to multitask in a fast-paced environment, strong listening and problem-solving skills, and the capability to work independently with minimal supervision while effectively collaborating as part of a team are essential. Excellent interpersonal skills and a strong orientation towards Extreme Customer Service are required, along with strong oral and written communication abilities.


Additional Requirements: A valid driver's license and adequate vehicle insurance coverage are mandatory.

Benefits:

Insurance options include Health, Life, Dental, and Disability coverage, along with Paid Time Off (PTO), Paid Holidays, a 401K plan, Flexible Spending Accounts, and Tuition Assistance.

Job Posted by ApplicantPro

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