Service Center Resource Specialist

Forward Service•Madison, WI

7d•Onsite

About The Position

Forward Service Corporation (FSC) is a nonprofit organization dedicated to empowering individuals to overcome barriers, achieve financial stability, and reach their full potential. Since our founding in 1979, we have provided workforce development, training, and supportive services across Wisconsin. Our work is guided by a people-first philosophy, a strong commitment to diversity and inclusion, and a belief that every person deserves the opportunity to thrive. If you're looking for a career where you can make a true difference—and feel great doing it—this is the place for you. Are you passionate about helping people navigate challenges and connect with life-changing resources? As a Service Center Resource Specialist, you'll serve as the first point of contact for individuals seeking assistance through Forward Service Corporation. Through compassionate customer service, resource coordination, and program support, you'll help clients access the services they need while creating a welcoming and seamless experience from their very first interaction.

Requirements

High school diploma or equivalent and at least one year of related work experience, or an equivalent combination of education and experience
Strong customer service, communication, and problem-solving skills
Ability to thrive in a fast-paced, high-volume environment while managing multiple priorities
Excellent organizational skills and attention to detail
Proficiency with Microsoft Office 365 and the ability to learn program-specific software
A passion for helping individuals access resources and overcome barriers

Responsibilities

Guide individuals through the first steps of accessing services by responding to client inquiries, assessing needs, explaining available programs, initiating applications, and scheduling appointments for Wisconsin Works (W-2), Emergency Assistance (EA), and other FSC services.
Connect clients with the right resources by identifying barriers, providing referrals to community and workforce development programs, introducing supportive tools such as the CARE Network and Map of My Dreams, and ensuring clients understand their next steps.
Maintain accurate records and exceptional service by documenting client interactions, processing applications, managing case information, maintaining confidentiality, and ensuring timely completion of all program requirements.