Customer Service Rep

Dynamic Workforce Solutions•Decorah, IA

11d•$20 - $22•Onsite

About The Position

Serves as the first point of contact for all customers seeking Workforce Center Services. This role involves assisting customers in accessing resources for employment, training, and supportive services to achieve self-sufficiency. The representative will provide basic information, direct customers to appropriate services efficiently, and promote available services through referrals to workshops, assessments, and internal programs. A key aspect of this role is ensuring equitable access for all individuals, regardless of their needs or barriers, and coordinating resource utilization with partner staff. The position requires assisting customers with computer-based tasks, including accessing state systems and websites for job search information and developing job leads. Additionally, the representative will help customers access labor market information and provide assistance with applications, resume and cover letter development, and work search software tools. Maintaining workshop and orientation schedules, staying updated on regional activities, and answering/directing incoming calls are also essential functions. The role emphasizes utilizing 'Extreme Customer Service' behaviors in all interactions and requires maintaining customer statistics for reporting to leadership.

Requirements

Associate Degree with coursework in Social Services or related field or equivalent experience.
Minimum 2 years customer service experience required.
Excellent verbal and written communication skills.
Demonstrated computer skills.
Workforce Service experience or demonstrated ability to serve diverse populations required.
Familiarity with applicable federal, state and local laws and regulations required.
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.
Must have valid driver's license and adequate vehicle insurance coverage.

Nice To Haves

Prefer working knowledge of all applicable local Workforce Service programs.

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 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.