Customer Service Rep

Dynamic Works Institute; Athens (TX); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

401K

Flexible Spending Account

Tuition Assistance

Dental

Life insurance

Disability insurance

PTO

Job summary

Dynamic Works Institute in Athens, TX is seeking a Customer Service and Call Center Rep to be the first point of contact for Workforce Center Services. You will assist customers in accessing resources for employment, training and other supportive services and direct them to workshops and programs.

The role requires strong communication, the ability to handle high volumes, and a commitment to equitable access.

Qualifications

• Associate degree or equivalent experience in Social Services.
• Minimum 2 years customer service experience.
• Excellent verbal and written communication skills.
• Workforce Service experience or ability to serve diverse populations.

Responsibilities

• Serve as first point of contact for Workforce Center services.
• Assist customers with accessing resources to secure employment, training or other services.
• Refer customers to workshops, assessments, and internal programs.
• Coordinate with partner staff to ensure equitable access.
• Use computers and state websites to help with job search information.
• Assist with resumes, applications, and job search tools.
• Maintain workshop schedules and regional activity information.
• Answer and direct incoming calls across the region.
• Maintain customer statistics and generate leadership reports.
• Demonstrate Extreme Customer Service in all interactions.

Skills

Extreme Customer Service

Learning orientation

Communication proficiency

Teamwork orientation

Technical capacity

Education

Associate Degree in Social Services

Tools

Microsoft Office

Job description

Job Title

Customer Service and Call Center Rep

Reports to

Customer Service Manager

Position Classification

Non-exempt

Wage range

$17 per hour

Primary Objectives of Position

Serves as first point of contact for all customers seeking Workforce Center Services.

Essential Job Functions

• Assist customers in accessing resources to secure employment, training or other supportive services to attain self-sufficiency.
• Provide basic information and direct customers to services in an appropriate, timely and efficient manner.
• Promote the benefits and scope of services available by making customer referrals to appropriate workshops, assessments and internal programs.
• Ensure that there is equitable access for all individuals regardless of needs or barriers.
• Coordinate the efficient use of resources with partner staff.
• Use computers and printed materials, assist customers in accessing various websites including state systems, for relevant information on job search information and other resource for developing job leads.
• Assist customers in accessing labor market information and provide assistance on applications, resume and cover letter development and work search software tools.
• Maintain the schedule of workshops and orientations, coordinate staying abreast of regional activities to provide customers with up-to-date information.
• Answer, transfer and direct incoming calls from across the region.
• Maintain customer statistics and provide weekly, monthly, quarterly reports to leadership as required.
• Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.

Other Job Duties

This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required, including requiring overtime.

Physical Demands/Work Environment

Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 25 pounds, occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Required Competencies

Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity

Qualifications

Education

Associate Degree with course work in Social Services or related field or equivalent experience.

Experience

Minimum 2 years customer service experience required. Must possess excellent verbal and written communication skills as well as demonstrated computer skills. Workforce Service experience or demonstrated ability to serve diverse populations required. Prefer working knowledge of all applicable local Workforce Service programs. Familiarity with applicable federal, state and local laws and regulations required.

Skills/Abilities

Must possess excellent public relations skills. Ability to handle stressful situations required. Basic computer literacy including ability to use the Internet and Microsoft Office products. Ability to multi-task in a fast-paced environment. Strong listening and problem-solving skills. Ability to work independently with minimal supervision and effectively as part of a team. Excellent interpersonal skills and Extreme Customer Service orientation. Strong oral and written communication skills.

Additional Requirements

Must have valid driver's license and adequate vehicle insurance coverage.

Benefits

Insurance: Health, Life, Dental and Disability, PTO, Paid Holidays, 401K, Flexible Spending Account, Tuition Assistance