880196 - EMPLOYMENT SECURITY REPRESENTATIVE I - 40041011 1

State of Florida•Pensacola, FL

1d•Onsite

About The Position

As a facilitator for jobseeker success, provides outstanding customer service to job seekers to meet the workforce demands of the businesses throughout our community of Escambia and Santa Rosa Counties. Provides career counseling, support and assistance to customers utilizing CareerSource Escarosa resources. The work you do helps to promote a thriving economy within our community by connecting jobseekers to the employers who need skilled workers. 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 customer service.
Knowledge and proficiency in using Microsoft applications.
Knowledge of basic public relations principles.
Ability to deal with the public in a tactful, courteous, and effective manner.
Ability to understand and apply applicable rules, regulations, policies, and procedures.
Ability to record, evaluate, and analyze data.
Ability to utilize problem-solving techniques.
Proficiency in internet applications.
Ability to navigate and comprehend a variety of employment related websites.
Ability to learn new technologies as they are introduced.
Ability to work effectively as part of a team in a culturally diverse environment.
Ability to work independently by planning, organizing, and coordinating work assignments.
Ability to communicate effectively both verbally and in writing.
As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state, and national law enforcement records.
Must become certified as a Workforce Development Professional (Tier 1) within 60 days of appointment to this position.
Travel within Santa Rosa and Escambia Counties is required, as well as occasional overnight travel to areas outside the two-county area.
Obtain Florida Ready to work Soft Skill & Digital Skill Credentials.
Required to travel locally and must furnish own transportation.

Nice To Haves

High School Diploma or equivalent.
At least 2 years' experience in counseling, human services, human resources, customer service, computer support or a related area is required.

Responsibilities

Meeting customer satisfaction and placement goals.
Using Employ Florida (EF), job boards, and community resources for placement services.
Prioritizing work demands with a focus on customer satisfaction by ensuring quality job referrals based on employer-defined skill sets and requirements.
Ensuring all services provided are adequately documented in the State database.
Alerting job seekers to customer satisfaction surveys.
Informing job seekers of all CareerSource Escarosa services.
Managing job seeker expectations.
Explaining and emphasizing the “Customer Satisfaction” philosophy by having customers complete a CareerSource Escarosa survey.
Coordinating the provision of labor exchange services to eligible persons including intake and assessment, counseling, testing, job search assistance, referral and placement.
Assessing the needs of customers to determine the eligibility of applicants and refer to services such as HOPE FL, Supplemental Nutritional Assistant Program (SNAP), Welfare Transition Program (WTP), Ticket to Work, Workforce Innovation and Opportunity Act (WIOA), Veteran Services, or other programs or resources.
Ensuring full compliance with state, federal or local policy of entering staff assisted services codes and documentation recorded in Employee Florida (EF) are in full compliance with Florida Commerce & Career Source Florida guidelines.
Identifying and making recommendations to the immediate supervisor regarding actions and services needed to maintain compliance with established regulations, directives, and procedures.
Conducting self-evaluation and participating in shared evaluations for the purpose of professional development.
Assisting in the acquisition of prosthetic and sensory aids and services needed to enhance the employability of eligible persons.
Ensuring that customers use computers and equipment for their intended purpose and redirecting customers who are using resources inappropriately.
Assisting customers in completing their profiles, including building or uploading a resume in Employ Florida and adding relevant work history, education, etc.
Assisting customers in completing or entering information in the CONNECT system for Re-Employment claims and the Access Florida site for benefits.
Administering tests and assessments, such as typing tests, skills assessments, Test of Adult Basic Education (TABE) assessment test, and others, as required or requested by employers.
Reviewing resumes, making suggestions and assisting with edits, as needed.
Referring and facilitating scheduling of customers for workshops, classes, and career counselors.
Reaching out to new Employ Florida registrants and encouraging them to take advantage of all of CareerSource Escarosa resources.
Handling customer concerns and difficult customers in a professional manner.
Maintaining a neat and orderly, professional work area(s).
Participating in all aspects of teamwork and acting as a willing partner in the organization.
Providing back-up coverage in other areas during peak periods, or when staffing shortages arise.
Internally monitoring program functions through peer reviews.
Working throughout CareerSource Escarosa’s One-Stops as needed/scheduled.
Maintaining strict rules of confidentiality.
Responding to and resolving Customer Complaints.
Following the Standard Operating Procedure for Customer Complaint Resolution System.
Updating and Maintaining the State Complaint Log.

Benefits

State Group Insurance coverage options (health, life, dental, vision, and other supplemental options)
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