Workforce Connection: Welcome Desk Representative

Job Opportunities

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The Mid-Region Council of Governments (MRCOG) /Workforce Connection of Central New Mexico (WCCNM) seeks a Welcome Desk Representative serves as the first point of contact for customers, employers, partners, and visitors entering the American Job Center (AJC). This position is responsible for providing exceptional customer service, assisting customers with the sign-in process, identifying service needs, directing customers to appropriate resources, and supporting the efficient flow of services throughout the center.

The Welcome Desk Representative helps ensure customers receive timely, accurate, and professional assistance while supporting a welcoming and customer-focused environment.

• Greet customers, employers, partners, and visitors in a professional and welcoming manner.
• Assist customers with the sign-in process and ensure required information is collected accurately.
• Conduct initial customer intake to identify service needs and direct customers to the appropriate program, staff member, resource, or partner.
• Provide information regarding available workforce, education, training, and support services.
• Assist customers with basic navigation of self-service resources, including computers, printers, online systems, and workforce tools.
• Monitor customer flow and assist with managing customer queues and waiting areas.

• Support customers utilizing the Resource Room and self-service equipment.
• Assist customers with account registration, job search activities, and accessing online resources as appropriate.
• Ensure Resource Room policies and procedures are followed.
• Report equipment issues and assist in maintaining an organized and functional customer service area.

• Coordinate communication between customers, staff, and partners.
• Facilitate referrals to workforce programs, partner agencies, workshops, hiring events, and community resources.
• Schedule appointments and assist customers with connecting to appropriate services.
• Provide information regarding upcoming workshops, recruitment events, and center activities.

• Maintain accurate customer sign-in records and service tracking information.
• Assist with data entry, record maintenance, and reporting requirements.
  
  Distribute informational materials and maintain resource displays.
• Support outreach activities, hiring events, workshops, and special projects as assigned.

• High School Diploma or GED required;
  Associate Degree preferred.
• One (1) year of customer service, administrative support, workforce development, public service, or related experience preferred.
• Experience working with diverse populations and providing customer assistance.
• Proficiency with Microsoft Office and basic computer systems.

• Strong customer service and interpersonal skills.
• Ability to communicate effectively with customers, staff, partners, and community organizations.
• Ability to assess customer needs and provide appropriate information and referrals.
• Ability to maintain professionalism in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining a positive customer experience.
  
  Ability to work independently and as part of a team.

Reports to the Workforce Director, Operations Manager, or other designated leadership position.

Employment pending a successful background check, a valid New Mexico driver’s license and no more than one (1) moving violation in the past year. All new employees are hired subject to a one-year probationary status. Salary is entry level commensurate with experience.

The Mid-Region Council of Governments is an Equal Opportunity Employer.