Customer Service Rep

Dynamic Works Institute; Tyler (TX); On-site; USD 30,056 - 40,664; Full time

Benefits offered by this job

Health insurance

Life insurance

Dental insurance

Disability insurance

Paid time off

Paid holidays

401K

Flexible spending account

Job summary

Dynamic Works Institute in Tyler, Texas seeks a Customer Service and Call Center Rep to be the first point of contact for Workforce Center Services. This non-exempt role reports to the Customer Service Manager and handles inquiries across the region.

Responsibilities include helping customers access employment resources, guiding them to workshops, entering data, and producing basic reports. Strong communication and computer skills are essential for success.

Qualifications

• Associate Degree with course work in Social Services or related field or equivalent experience.
• Minimum 2 years customer service experience required.
• Excellent verbal and written communication skills.

Responsibilities

• 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 workshops, assessments and internal programs.
• Ensure equitable access for all individuals regardless of needs or barriers.
• Coordinate the efficient use of resources with partner staff.
• Use computers and printed materials to access job search information and labor market data.

Skills

Customer service

Call center

Communication

Computer literacy

Education

Associate Degree or equivalent

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