Customer Solutions Lead

JOB SUMMARY

The Lead, Customer Solutions is responsible for the efficient and effective delivery of workforce services in the Resource Room and assists with supervising workforce staff. Emphasizes customer service and accountability to achieve performance targets. May provide direct services to jobseekers and customers as needed.

• Prioritizes assignments, recognizes the need to adjust or adapt service delivery and acts to meet the needs of center customers.
• Ensures compliance with workforce development requirements and that resources and materials are used appropriately for the benefit of the customers. Ensures workforce customers are seen in a timely manner and provides accurate information for customers to make informed choices.
• Assists the Customer Solutions Supervisor with daily operations of the career center Resource Room and related workforce activities.
• Ensures that workforce services are delivered in a timely manner and that staff follow the policies, procedures and principles set forth by Workforce Solutions/C2 GPS.
• Monitors customer flow and staffing to ensure appropriate and timely provision of services.
• Assesses staff for professional development and informs the Career Center Manager of challenges and training needs; coaches staff and provides training to achieve customer service standards.
• Consistently monitors staff performance levels and develops corrective plans as necessary.
• Prepares disciplinary action documents (disciplinary reports, performance improvement plans, etc.) with supervisor/center manager, provides recommendations and gathers support documentation.
• Responsible for interviewing and making hiring recommendations of staff.
• Ensures effective training for new staff and may mentor new hires during their introductory period.
• Performs other related duties as assigned.

• Familiarity with the communities being served, knowledge and understanding of local needs and resources. Including basic knowledge of cultural and environmental factors affecting disadvantaged groups; basic knowledge of availability of community resources that families can access.
• Knowledge of word processing, spreadsheet, technology, and computer skills.
• Exceptional customer service and interpersonal skills.
• Can effectively handle or resolve stressful or challenging situations with difficult customers. Is sensitive to customer needs and feelings and demonstrates concern for others.
• Excellent problem-solving and critical thinking skills, organizational skill, and detail oriented.
• Excellent verbal and written communication skills.
• Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the public.

• High School Diploma or GED Required.
• Undergraduate degree from an accredited university or college in a relevant field of study preferred.
• Additional relevant experience may be considered in lieu of required education.
• Valid driver’s license and proof of insurance with good driving record.
• Bilingual in English and Spanish strongly preferred.

Physical requirements include lifting to 10 pounds occasionally. Subject to standing, sitting, bending, and walking to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. Occasional driving and travel required. Flexible hours may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.