Customer Service Representative

Equus•Racine, WI

About The Position

The Customer Service Representative welcomes customers, briefly assesses their needs, and directs them to the appropriate services. The role requires sufficient understanding of office operations to guide customers, provide information about services and community resources, and offer job-search assistance, including referrals to jobs in the database. The representative may offer work applications, check prior registrations or services, and update MIS systems. The role also includes recording referrals, ensuring public materials are available near the office entry, and performing other duties as assigned.

Requirements

High school diploma or GED and two years of college coursework, or a high school diploma or GED and two years of customer service experience, or an equivalent combination of education and experience.
Two years of experience working at Workforce Solutions and a recommendation from the current or most recent supervisor.
Knowledge of the workplace, jobs, and requirements for entry into those jobs.
Ability to listen to customers, analyze expressed needs, and use good judgment to suggest how and whom they can approach for help.
Ability to use tact, diplomacy, and persistence when making suggestions to customers.
Friendly, courteous, and professional demeanor.
Ability to effectively handle situations in which many customers need attention at the same time.

Responsibilities

Greet customers and suggest the best route to services based on a brief conversation.
Understand office operations sufficiently to direct customers appropriately.
Summarize the services offered when customers ask.
Offer work applications and encourage customers to complete them when appropriate.
Check for prior work registration or other services and update MIS systems as needed.
Provide information about community resources.
Provide job-search assistance, including direct referrals to jobs in the database.
Record job referrals properly.
Ensure needed materials are available to the public near the office entry.
Perform other duties as assigned.