Customer Service Representative

Dynamic Workforce Solutions; Elkhorn (WI); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health, Life, Dental and Disability

Job summary

Dynamic Workforce Solutions in Elkhorn, Wisconsin is seeking a Customer Service Representative to be the first point of contact for Workforce Center services. You will assist customers with employment resources, training, and workshops, and coordinate with partners to ensure equitable access.

The ideal candidate has an Associate Degree in Social Services or related field and at least 2 years of customer service experience, with strong communication and computer skills.

Qualifications

• Associate Degree with coursework in Social Services or related field preferred.
• Minimum 2 years customer service experience preferred.
• Excellent verbal and written communication; demonstrated computer skills.
• Workforce Service experience or ability to serve diverse populations required.
• Familiarity with applicable local Workforce Service programs; knowledge of laws and regulations.

Responsibilities

• Assist customers in accessing resources to secure employment, training, or other services.
• Provide basic information and direct customers to services efficiently.
• Promote services by referring customers to workshops, assessments, and programs.
• Coordinate with partner staff to ensure equitable access.
• Maintain the schedule of workshops and orientations.
• Answer, transfer, and direct incoming calls; maintain customer statistics and reports.

Skills

Customer service

Communication skills

Teamwork

Public relations

Problem solving

Multi-tasking

Computer literacy

Education

Associate degree in Social Services or related field

Job description

Job Title: Customer Service Representative

Reports to: Center Manager

Position Classification: Non-Exempt

Office Location: Elkhorn

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, 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 effective and 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 resources 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 of equivalent experience preferred.

Experience: Minimum 2 years customer service experience preferred. 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