Customer Service Representative

Overview:

Salary $45,000 year

Scope of Position:

Responsibilities:

Essential Functions:

• Communicate with customers in-person and virtually to understand their needs and direct them towards appropriate services

• Cultivate a front desk experience that is warm, engaging, and customer experience focused

• Assist job seeker in CTHires registration and enrollment

• Using the knowledge of all programs available to customers, provide referrals to internal and external programs and record referrals for tracking

• Ensure customers referred meet the suitability for programs

• Manage the front desk at assigned American Job Center, including updating flyers, ensuring the proper operation of technology and other equipment

• Provide overview of available job search resources and workshops

• Schedule appointments for the use of AJC VR Goggles

• Maintain a strong knowledge of all available programs in their respective regional location

• Manage customer calls to the Call Center and tracking interactions

• Manage other future communication methods as they are developed

• Participate in staff meetings and professional development trainings as assigned

• Provide excellent customer service in person, phone, and email

• Other duties as assigned

Qualifications:

Education and Experience Requirements:

• Exceptional customer service skills

• Strong verbal and written communication skills

• Knowledge and experience in de-escalation techniques

• Strong emotional intelligence

• The ability to be empathetic to a diverse array of customers

• Experience in the technical writing requirements of workforce development

• Strong computer skills, especially data entry and Microsoft Excel

• Bilingual a plus