Ops Customer Service Specialist

OPS CUSTOMER SERVICE SPECIALIST -

Your specific responsibilities include:
Greet and receive clients and customers to ascertain services needed. Manage the customer service delivery flow of the resource room and maintain the calendar of appointments for the Career Center. Direct clients and customers to appointments with Career Center staff, and/or direct clients to resources and/or services as appropriate. Provide orientation on workforce services and information on Center programs, partners, available resources, and services on all programs to clients.

Ensures that first-time clients, as well as target-population clients, are queued to meet with a Career Center staff in the appropriate order, while providing priority of service to veterans. Provide information and on-line tools to assist customers with Labor Market and Career information. Assist clients of the Resource Room with job searches, job referrals, and referrals to workshops and other programs and services as appropriate.

Continuously interact with Career Planners to identify and meet the needs of CSRC program participants visiting Resource Room. Maintain the Career Center Traffic report to ensure timely and accurate recording of daily client and customer visits to the Career Center, and documents services in Employ Florida as appropriate. Maintain and print daily job order listing for Resource Room. Actively engage Resource Room clients to ensure their needs are met.

Enter staff assisted services and case notes into Employ Florida accurately and in a timely manner. Inform and monitor clients regarding Career Center standards, policies, and requirements. Assist with de-escalation of client issues and acts in accordance with CSRC policies and procedures. Maintains the appearance of the Front Desk and Resource Room including refilling pamphlets, supplies, and other information. Assume other duties as assigned.

Required knowledge, skills, and abilities include:
Outstanding customer service, interpersonal and communication skills. Excellent organizational skills. Ability to identify and communicate employment barriers. Sensitivity to individuals who may be experiencing stress. Knowledge of the Employ Florida preferred and the ability to assist clients in registration and to run relevant reports on productivity. Proficiency in MS Office, specifically use of the Internet, Word and Excel programs. Knowledge of community partners and other community resources.

Knowledge of the local labor market preferred. Ability to provide orientations or meetings in a public setting. Must be Workforce Development Professional Tier 1 certified within the first 60 days of employment.

Education and experience requirements:

Associate degree and one (1) year extensive in person customer contact experience or High School Diploma and three (3) years' extensive in person customer service experience. Pre-Employment Requirement:
As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state and national law enforcement records. Other job-related requirements:
The incumbent must possess or obtain certification as a Workforce Professional Tier 1 within one year of employment in the position. Required to travel within the LWDA and must furnish own transportation. Pay: $19.23 hourly.