Workforce Assistant (Front-Desk Customer Service at Local Workforce Agency)

Goodwill of Colorado•Colorado Springs, CO

19d•$25•Onsite

About The Position

This is a full-time, ongoing, assignment with a local workforce agency expected to last at least 2 years (This is a temp-to-hire with the eligibility of full-time permanent placement.) The position offers an excellent opportunity to work in a dynamic environment where you will assist with greeting and guiding clients, coordinating job search activities, and supporting various office operations. As a Workforce Assistant, you will have the chance to enhance your skills in customer interaction, problem-solving, and community outreach while contributing to the success of our diverse client base. We offer a supportive workplace, opportunities for professional growth, and the satisfaction of knowing your work helps improve lives.

Requirements

A flexible team player with the ability to work successfully in a changing customer service environment.
Interpersonal skills: Awareness of others reactions, empathy, and understanding.
Handle sensitive and confidential situations and information from individuals with all backgrounds, life experiences, age, ethnicity, disabilities and more.
Ability to communicate effectively, both verbally and in writing, with co-workers, government officials, colleagues, applicants, and the public.
Ability to provide excellent customer service.
Ability to assess customer needs, identify the appropriate next step, and connect individuals to the correct service area, staff member, resource, or referral.
Ability to manage multiple customer service channels, including in-person interactions, phone calls, email inquiries, and customer support in a computer lab or public-access technology environment.
Ability to provide accurate information, take clear messages, route inquiries appropriately, and follow through in a timely and professional manner.
Ability to recognize when a customer request, concern, or situation falls outside the scope of the position and seek guidance or escalation when appropriate.
Ability to remain calm, professional, and organized during busy, high-volume, unclear, or emotionally difficult customer service situations.
Familiarity with basic de-escalation techniques, including listening calmly, acknowledging concerns, communicating respectfully, and involving appropriate support when needed to help resolve customer concerns.
Ability to use standard office equipment including computer, fax machine, copier, etc.
Proficient in Microsoft Office software: SharePoint, Word, Excel, PowerPoint, Outlook, texting, etc.
Maintain regular and punctual attendance.
High school diploma or equivalent education.
Must pass conditional post offer background investigation and drug screen.

Responsibilities

Answers phones and greets customers, including job seekers, businesses, board members, elected officials, and visitors.
Provides excellent customer service, with the philosophy of meeting people where they are and not where we think they should be.
Responds to phone, e-mail, texts, and in-person requests for information from internal and external customers and outside agencies.
Maintains complex electronic filing systems, logs, files, and databases with responsibility for the integrity of data collected and entered into the appropriate system to ensure compliance with U.S. Department of Labor and Colorado Department of Labor and Employment rules and regulations.
Updates and maintains resource material for internal and external customers and outside agencies.
Composes and writes general correspondence, letters, and memos. Materials may be technical, complex, and confidential in nature.
Performs specialized functions for Federal, Local, and State departments, and community-based organizations groups, which may be of a complex, technical, or sensitive nature.
Demonstrates the ability to help customers with the latest technology in job searching, resume building, transferable skills matching, and labor marketing education, and more to assist with a quality job.
Provides exceptional customer service and technical support in a computer lab customer-driven environment.
Performs other duties as required.