Customer Solutions Facilitator

C2 GPS—Workforce Solutions Greater Dallas • Dallas, TX

4d • Hybrid

About The Position

Provides exceptional customer service, conducts workshops, orientations and other duties as assigned that provide assistance to universal and program participants. Works with Customer Solutions Facilitator Lead providing input on ideas, methods and observations that will ensure continuous improvement of workshops, orientations and exceptional customer service. Presents workshops that are motivating and engaging that will provide participants positive outcomes and accomplish desired results. Presents orientations in a manner that is welcoming, encouraging and informative on workforce programs and services.

Requirements

• Bachelor Degree from an accredited college or university in a related field of study preferred and 1 years work related experience, preferably in a field of workforce development and customer service, or
• Associate Degree from an accredited college and 3 years work related experience, preferably in a field of workforce development and customer service, or
• High School Diploma or equivalent required and 5 years work related experience, preferably in a field of workforce development and customer service.
• Excellent verbal, presentation skills, and written communication skill required.
• Must have experience public speaking preferably in facilitating workshops, trainings or orientations.
• Demonstrated customer service skills, problem solving and critical thinking skills.
• Possesses computer skills, with specific experience using word processing, PowerPoint, Visio and spreadsheet software programs, including Excel and Access.
• Ability to develop and maintain professional working relationships with management, coworkers, workers from other programs and outside agencies, as well as the public.
• May be required to utilize a personal automobile for our agency’s related business requiring a current valid driver’s license and current automobile liability insurance.

Nice To Haves

• Knowledge of workforce development is preferred
• Bilingual in English and Spanish strongly preferred.
• Familiarity with the communities being served, with knowledge and understanding of local needs and resources.

Responsibilities

• Works with Customer Solutions Facilitator Lead providing input on ideas, methods and observations that will ensure continuous improvement of workshops, orientations and exceptional customer service.
• Provides a clear description of the role of the facilitator to participants and the benefits of information that will be presented.
• Uses various tools and techniques to structure and facilitate group discussions.
• Develops strategies for constructively dealing with conflict and encouraging effective group behaviors.
• Creates specific facilitation strategies to improve the overall effectiveness of presentations.
• Creates environment where everyone is encouraged to participate, understand one another’s point of view and shares responsibility in attaining goals.
• Presents workshops that are motivating and engaging that will provide participants positive outcomes and accomplish desired results.
• Presents orientations in a manner that is welcoming, encouraging and informative on workforce programs and services.
• Conducts and interprets assessment results.
• Helps to develop career pathways and assists in referrals to employment opportunities.
• Collects and provides information on labor market needs, educational opportunities, employment resources, and support services to customers.
• Data enters all services according to policies and procedures accurately and in real time (as service is provided to customer) in the appropriate systems (WorkInTexas, TWIST, etc.).
• Ensures that all information on application is correct and correctly entered in the system.
• Identifies community resources and establishes linkages to assist customers with specific needs.
• Contributes to the Career Center performance goals, including customer service.
• Collaborates with all Career Center staff to ensure customers have a meaningful experience.
• Encourages customers to take Customer Satisfaction Surveys prior to leaving the center, if applicable.
• Performs other related duties as assigned.

Benefits

• Health Insurance (with no cost options for employee only plans)
• Wellness Reimbursement
• Generous Paid Time Off
• Paid Parental Leave
• 401(K) with 6% Employer Match
• Dental
• Vision
• Life Insurance
• Short and Long Term Disability
• Pet Insurance

What This Job Offers

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