CUSTOMER SERVICE SPECIALIST - 40044122

State of Florida

12d • $33,760 • Onsite

About The Position

This is a responsible professional position involved in assisting clients to access services provided within a CareerSource Center. The Customer Service Specialist (CSS) II is a professional position that provides quality customer service, safeguarding confidential information and using the customer tracker and the Employ Florida system. This includes scanning customers ID at the front desk, assign customers to the correct program. This position directly handles escalated customer inquiries and concerns, access accounts in Employ Florida for verification. Confirm and gather information. Provide a higher level of customer support on a specific program, focus on placement services. You will also be responsible for prioritizing work demands with a focus on customer satisfaction and ensure quality referrals based on employer defined skills sets and requirements. You will impact Florida Citizens by assisting job seekers to obtain and retain employment. Assist local employers in attracting and retaining qualified candidates based on their needed skill sets. FloridaCommerce is a fast-paced work environment in which critical thinking and prioritizing are a must.

Requirements

• Knowledge of the principles and techniques of effective communication and the ability to communicate clearly and effectively in individual and group settings, both verbally and in writing.
• Knowledge of the methods of data collection.
• Knowledge of the principles and techniques of effective customer service and the ability to provide excellent customer service.
• Ability to establish and effective working relationships with others.
• Ability to understand and apply applicable rules, regulations, policies and procedures.
• Ability to conduct effective interviews.
• Ability to deal with the public in a tactful, courteous and effective manner.
• Ability to record, collect, evaluate and analyze data.
• Ability to work independently by planning, organizing and coordinating work assignments.
• Ability to listen effectively.
• Ability to read and understand reports, documents and other written materials.
• Ability to utilize problem-solving techniques.
• Ability to work relatively independently at times and with supervision as needed.
• Ability to make presentations in group or individual settings.
• Ability to work effectively as part of an interorganizational team.
• Successful completion of the Florida Certified Workforce Professional Tier 1 training.
• Required to travel locally and must provide own transportation.

Nice To Haves

• A bachelor's degree from an accredited college or university and two years of professional employment security, counseling, or Career coaching.
• Professional or non-professional experience in areas related to employment security; interviewing, counseling, job placement, aptitude testing, and assessments can substitute on a year-for-year basis for the required college education.
• Bi-lingual - Read, write, and speak English and Spanish.

Responsibilities

• Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.
• Interview and assess customer needs and provide service or referral as appropriate.
• Evaluate education, training and experience and register applicants.
• Provide instructions and assistance to customers utilizing the Information System and other computer data programs.
• Answer telephones, direct calls, and take messages.
• Refer customers to job openings, training opportunities and other employment related services; determine potential eligibility for and/or participation in special programs.
• Record information in writing or by computer.
• Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.
• Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.
• Scan customers ID at the front desk, assign customers to the correct program.
• Directly handles escalated customer inquiries and concerns, access accounts in Employ Florida for verification.
• Confirm and gather information.
• Provide a higher level of customer support on a specific program, focus on placement services.
• Prioritize work demands with a focus on customer satisfaction and ensure quality referrals based on employer defined skills sets and requirements.

Benefits

• State Group Insurance coverage options+ (health, life, dental, vision, and other supplemental option)
• Retirement plan options, including employer contributions
• Nine paid holidays and a Personal Holiday each year
• Annual and Sick Leave Benefits
• Student Loan Forgiveness Program (Eligibility required)
• Flexible Spending Accounts
• Tuition Fee Waivers (Accepted by major Florida colleges/universities)
• Ongoing comprehensive training provided
• Career Growth
• Highly skilled, professional environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level