Customer Solutions Facilitator

C2 GPS—Tarrant County • Fort Worth, TX

3d • Onsite

About The Position

The Customer Solutions Facilitator is the primary point of contact for customers entering the workforce system. The role supports all participants, including those using self-service resources, and assists jobseekers with career development activities that connect them with employment. The facilitator provides job-readiness instruction, assesses customer needs, explains available Career Center services and tools, and coordinates with Career Center staff and business representatives to improve service delivery and meet labor market needs. The position also records services and verifies customer information in applicable systems, connects customers with community resources, and contributes to Career Center performance goals and customer satisfaction. The work is primarily in an office environment; occasional driving and travel may be required, and flexible hours may be required. C2 GPS offers a competitive benefits plan and is an equal opportunity and affirmative action employer.

Requirements

• High school diploma or GED.
• Valid driver’s license and proof of insurance, with a good driving record.
• Knowledge of workforce development, economic development, and project management.
• Knowledge of word processing, spreadsheets, technology, and computers.
• Exceptional customer service and interpersonal skills.
• Ability to work with diverse customers who have unique needs and communication styles.
• Ability to effectively handle or resolve stressful or challenging situations with difficult customers.
• Sensitivity to customer needs and feelings and demonstrated concern for others.
• Excellent verbal and written communication skills.
• Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the public.
• Ability to lift up to 10 pounds occasionally and to stand, sit, bend, and walk as required by the job.
• Visual acuity, speech, and hearing sufficient to perform the job functions.

Nice To Haves

• Associate or undergraduate degree preferred.
• Bilingual in English and Spanish strongly preferred.

Responsibilities

• Facilitate job-readiness classes, workshops, and orientations to help customers maintain or improve job skills.
• Present information using instructional techniques and formats such as simulations, team exercises, group discussions, videos, or lectures.
• Interview customers to record and assess employment information and identify career development opportunities and needs.
• Educate customers about Career Center services and job-seeker tools, including WorkInTexas self-directed job search and matching, typing tutorials, resume programs, and workshops.
• Assist customers with WorkInTexas registration when needed and ensure registrations are properly completed.
• Work with the Business Solutions Representative and Career Center staff on employer communications and ways to improve services and address labor market needs.
• Enter services into appropriate systems, such as WorkInTexas and TWIST, in real time and according to policies and procedures.
• Ensure customer application information is correct and accurately entered into the system.
• Identify community resources and establish linkages to assist customers with specific needs.
• Coordinate job-readiness activities when needed, including interviewing techniques, application completion, and appropriate dress attire.
• Contribute to Career Center performance goals, including customer service and follow-up.
• Collaborate with Career Center staff to provide customers with a meaningful experience.
• Escort customers to Customer Satisfaction Survey computers before they leave the center, if applicable.
• Proactively seek ways to improve workforce services to meet labor market needs.
• Perform other assigned duties and fulfill responsibilities as required.

Benefits

• Health insurance, including no-cost options for employee-only plans
• Wellness reimbursement
• Generous paid time off
• Paid parental leave
• 401(k) with 100% employer match of up to 6% of individual contributions
• Dental insurance
• Vision insurance
• Life insurance
• Short- and long-term disability coverage
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED