Workforce Customer Service Specialist

International Rescue Committee • Phoenix, AZ

131d • $17 - $18

About The Position

The Customer Service Specialist delivers high-quality workforce services as part of IRC's Economic Empowerment programming. This role is the first point of contact for clients seeking employment and training support, ensuring they receive excellent customer service, resource navigation, and timely referrals to workforce partners. The Specialist plays a key role in supporting clients' pathways to employment, education, and economic independence, while building strong community and partner relationships.

Requirements

• High school diploma required.
• At least 1 year of experience in employment services, workforce development, or case management.
• Strong communication and interpersonal skills to build trust with clients and partners.
• Ability to manage multiple priorities, maintain accurate documentation, and meet deadlines.
• Strong organizational and problem-solving skills.
• Commitment to providing high-quality, client-centered service.
• Proficient in Microsoft Office (Word, Excel, Outlook) and digital tools for data entry and research.
• Excellent verbal and written communication skills; fluency in English required; proficiency in refugee/immigrant languages preferred.

Nice To Haves

• Bilingual ability in Spanish, Dari, Swahili, Kinyarwanda, Arabic, French, or other refugee/immigrant languages strongly preferred.
• Must possess or be eligible for a fingerprint clearance card per Arizona state law.

Responsibilities

• Provide reception and a welcoming client experience at workforce centers, ensuring access to services with interpretation or accessibility support as needed.
• Assist clients in navigating available services, resources, and partner programs based on eligibility.
• Manage client intake flow, including the VOS Greeter process, to ensure efficient and responsive service.
• Make direct referrals to system partners such as ARIZONA@WORK, community colleges, and training providers, supporting client enrollment and follow-through.
• Collaborate with workforce and community partners to align services, resolve barriers, and strengthen client pathways to employment.
• Maintain accurate client records in accordance with donor requirements; enter data into systems in a timely and thorough manner.
• Support program performance monitoring by sharing client service trends and challenges with leadership.
• Provide culturally responsive, trauma-informed client support; address concerns and escalate issues as needed.
• Represent IRC at job fairs, recruitment events, and partner meetings; promote workforce programs and celebrate client milestones.
• Participate in team huddles, staff meetings, and required trainings.
• Perform other related duties as assigned.

Benefits

• 10 sick days
• 10 US holidays
• 20-25 paid time off days depending on role and tenure
• Medical insurance starting at $143 per month
• Dental starting at $6.50 per month
• Vision starting at $5 per month
• FSA for healthcare and commuter costs
• 403b retirement savings plans with immediately vested matching
• Disability & life insurance
• Employee Assistance Program available to staff and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Social Assistance
• Education Level: High school or GED