887127 - OPS CUSTOMER SERVICE SPECIALIST - 40090126

State of Florida • Lecanto, FL

5d • Onsite

About The Position

The OPS Customer Service Specialist provides direct customer service and support to job candidates at the Department's official worksite in Lecanto, Florida. The role assists candidates with Career Success Plan activities, verifies completed activities, schedules appointments with Career Development Coaches, and helps candidates use Employ Florida Marketplace (EFM) for job searches, work registration, virtual recruiter setup, résumé assistance, labor market information, and unemployment claims. The position also supports Welcome Desk activities and tracks candidate traffic through the KIOSK/VOS Greeter.

Staff provide appropriate services such as assessments, interviewing assistance, education referrals, service orientation, EFM training and support, and career counseling. They document referrals, services, and follow-up activities in EF according to local procedures, support partner agencies’ online applications, assist with business services, and provide administrative support. The work takes place in a fast-paced environment requiring critical thinking and prioritization. Travel may be required.

Requirements

• Knowledge of the business community.
• Interpersonal, public relations, computer data-entry, oral and written communication, telephone, and customer-service skills.
• Ability to correctly interpret and efficiently implement applicable CareerSource Citrus Levy Marion policies and procedures.
• Ability to meet or exceed established performance goals and monitoring standards.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to perform multiple tasks and prioritize workload.
• Time-management, communication, and work-organization skills.
• Proficiency with Employ Florida Marketplace, Microsoft Word, Excel, Outlook, and other software programs.
• Skill in basic sales techniques.
• Familiarity with business services.
• A Level 2 security background screening, including fingerprinting and checks of local, state, and national law enforcement records, is required before employment.
• Must complete Tier One Training and pass the Tier One Certificate Exam within six months of hire.
• Duties must be performed at the Department's official worksite.
• Travel may be required.

Nice To Haves

• Familiarity with community agencies that provide services.
• Bilingual ability.
• Associate's degree.
• Two years of customer-service experience, or an equivalent combination of education and work experience.

Responsibilities

• Monitor and coordinate the delivery of customer service.
• Inform candidates about available office services and help them complete required Career Success activities.
• Explain how candidates can access the full range of CareerSource Citrus Levy Marion reemployment services.
• Review and critique candidate résumés as needed.
• Handle candidate and business customer-service interactions professionally using appropriate phone, email, and business etiquette.
• Schedule candidates for initial Career Development Coach appointments and, when applicable, screen for SBEs and schedule initial DVOP appointments.
• Help candidates access and use labor market information, copiers, fax machines, telephones, the internet, job-search resources, and other tools.
• Inform and refer candidates to workshops, computer lab services, Workforce Skills for the 21st Century, online learning in EFM, Veteran Services, and other resources.
• Provide and document Wagner-Peyser candidate services in EF.
• Support online applications for partner agencies, including DCF and UC.
• Support the Business Services Team, attend team meetings, and coordinate activities with other staff.
• Provide administrative support, including routine duties, special projects, and data analysis projects.
• Participate in job fairs, onsite recruitment, and business events, as needed, on- and offsite.
• Assist candidates with full EF work registration, virtual recruiter creation, job searches, email accounts, labor market information, and unemployment claim applications or claiming weeks.
• Support Welcome Desk activities and track candidate traffic through the KIOSK/VOS Greeter.
• Provide résumé assistance, assessments, interviewing assistance, education referrals, service orientation, EFM training and support, and career counseling.
• Document referrals, services, and follow-up activities in EF in accordance with established Local Operating Procedures.
• Maintain compliance with personnel procedures and perform other assigned job functions.

Benefits

• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental options.
• Ongoing comprehensive training.
• Career growth opportunities.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed