Customer Solutions Facilitator

C2 GPS—Tarrant County • Fort Worth, TX

4d • Onsite

About The Position

The Customer Solutions Facilitator is the primary point of contact for customers entering the workforce system. The role assists all participants, including people directed to self-service in resource rooms, and supports jobseekers with career development activities that connect them with employment.

The facilitator provides job-readiness instruction, interviews customers to assess employment information and career needs, and explains center services and job-seeker tools. The position works with the Business Solutions Representative and Career Center staff to improve services and meet labor-market needs. It also records services and customer information in applicable systems, connects customers with community resources, supports job-readiness activities, and contributes to Career Center performance and customer satisfaction.

The work is primarily in an office environment and may involve occasional driving and travel. Flexible hours may be required. Physical requirements include occasionally lifting up to 10 pounds and standing, sitting, bending, and walking. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• High school diploma or GED.
• Valid driver’s license, proof of insurance, and a good driving record.
• Knowledge of workforce development, economic development, and project management.
• Knowledge of word processing, spreadsheets, technology, and computer skills.
• Exceptional customer service and interpersonal skills.
• Ability to work with diverse customers with unique needs and communication styles.
• Ability to handle or resolve stressful or challenging situations with difficult customers, demonstrate sensitivity to customer needs and feelings, and show 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.

Nice To Haves

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

Responsibilities

• Facilitate job-readiness classes, workshops, or orientations using varied instructional techniques and formats.
• Interview customers and record and assess employment information to identify career development opportunities and needs.
• Educate customers about center services and job-seeker tools, and assist with WorkInTexas registration when needed.
• 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 and customer information accurately and in real time in the appropriate systems, including WorkInTexas and TWIST.
• Identify community resources and establish connections to assist customers with specific needs.
• Coordinate job-readiness activities when needed, including interview techniques, application completion, and appropriate attire.
• Contribute to Career Center performance goals, including customer service and follow-up.
• Collaborate with Career Center staff to ensure customers have a meaningful experience.
• Escort customers to Customer Satisfaction Survey computers before they leave the center, when applicable.
• Proactively seek ways to improve workforce services to meet labor-market needs.
• Perform other duties and fulfill responsibilities as assigned or 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
• Career Level: Entry Level
• Education Level: High school or GED