Customer Solutions Specialist - Decatur

Goodwill of North Georgia • Decatur, GA

2d

About The Position

Do you like being able to provide answers to inquiries by clarifying desired information; researching, locating, and providing information? We’re looking for you! Come be a part of something worthwhile. When you work with Goodwill of North Georgia you’ll not only deliver but RECEIVE valuable training that will make you better at what you do. We also offer excellent benefits and the opportunity to be part of a high performing team.

Requirements

• A high school diploma or GED
• Four (4) years of experience in an out-bound contact center: experience in a high volume customer service environment can be substituted.
• Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances.
• Strong ability to exercise sound judgment and maintain positive working relationships with a wide variety of organizations and individuals.
• Proficient in Microsoft Office products
• Possess excellent organizational, communication as well as interpersonal skills.
• Ability to push, pull and lift up to 25 lbs. with or without accommodations to transport training materials.
• Must be able to safely operate a vehicle and have a valid driver’s license.
• Must be able to meet all physical requirements to perform all duties relating to Career Services including driving, material handling, transporting and carrying documents, handbooks and various supplies.

Nice To Haves

• Prior military and/or non-profit experience
• Bilingual

Responsibilities

• Respond to incoming and outgoing calls received to the Contact Center; responds with information, assistance, or transfers the call to appropriate person or department; records information regarding calls and placement calls, into a database.
• Processes and follows the current employment outcomes selling strategy in support of the mission or Goodwill of North Georgia and Career Services.
• Facilitates leadership-related training, new hire orientations, and additional training as requested
• Assists in Maintaining and improving contact center operations by monitoring system performance; identifying and resolving problems; completing system audits.
• Assist with Mass E-mail and SMS process in conjunction with Virtual Career Coaches maintaining industry standards and adhering to all communication laws.
• Ensure and maintain accurate documentation of program operations.
• Open, review and maintain job seeker placement files and documents according to Career Services policies and procedures.
• Perform contact center activities for all Career Services locations and programs as scheduled.
• Inform supervisor of trends in customer calls.
• Prepare reports and summaries of contact center performance data and trends.
• Ensure that highest quality, individualized services are delivered to program participants, with a focus on the mission of Goodwill of North Georgia.
• Ensure protection and confidentiality of participant rights.
• Ensure ongoing supportive counseling and crisis intervention, as needed, by coordinating referral to and utilization of community resources.
• Takes job orders by obtaining and verifying information from employers or database.
• Maintains contact center database by entering and verifying information; updating contact log.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Regularly and consistently evaluate and ensure satisfaction of all stakeholders.
• Participate in cross division and cross department teams as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees