Customer Service Representative - Educational Data Systems Inc.
Hartford, CT
About the Job
Scope of Position: Provide customers engaging in the American Job Center with a variety of employment and community service products to help them achieve their employment goals. Through the Call Center and In-person, greet and assist participants to ensure a smooth customer flow through the AJC. Ensure the customer's services are coordinated in a high-quality manner. Collect data as requested and track interactions and referrals to partner agencies.
Essential Functions:
- Communicate with customers in-person and virtually to understand their needs and direct them towards appropriate services
- Cultivate a front desk experience that is warm, engaging, and customer experience focused
- Assist job seeker in CTHires registration and enrollment
- Using the knowledge of all programs available to customers and provide referrals to internal and external programs and record referrals for tracking
- Ensure customers referred meet the suitability for programs
- Manage the front desk at assigned American Job Center, including updating flyers, ensuring the proper operation of technology and other equipment
- Provide overview of available job search resources and workshops
- Schedule appointments for the use of AJC VR Goggles
- Maintain a strong knowledge of all available programs in their respective regional location
- Manage customer calls to the Call Center and tracking interactions
- Manage future communication methods as they are developed
- Participate in staff meetings and professional development training as assigned
- Provide excellent customer service in person, on the phone, and through email
- Other opportunities as available
Education and Experience Requirements:
- Exceptional customer service skills
- Strong verbal and written communication skills
- Knowledge and experience in de-escalation techniques
- Strong emotional intelligence
- The ability to be empathetic to a diverse array of customers
- Experience in the technical writing requirements of workforce development
- Strong computer skills, especially data entry and Microsoft Excel
- Bilingual a plus
Essential Functions:
- Communicate with customers in-person and virtually to understand their needs and direct them towards appropriate services
- Cultivate a front desk experience that is warm, engaging, and customer experience focused
- Assist job seeker in CTHires registration and enrollment
- Using the knowledge of all programs available to customers and provide referrals to internal and external programs and record referrals for tracking
- Ensure customers referred meet the suitability for programs
- Manage the front desk at assigned American Job Center, including updating flyers, ensuring the proper operation of technology and other equipment
- Provide overview of available job search resources and workshops
- Schedule appointments for the use of AJC VR Goggles
- Maintain a strong knowledge of all available programs in their respective regional location
- Manage customer calls to the Call Center and tracking interactions
- Manage future communication methods as they are developed
- Participate in staff meetings and professional development training as assigned
- Provide excellent customer service in person, on the phone, and through email
- Other opportunities as available
Education and Experience Requirements:
- Exceptional customer service skills
- Strong verbal and written communication skills
- Knowledge and experience in de-escalation techniques
- Strong emotional intelligence
- The ability to be empathetic to a diverse array of customers
- Experience in the technical writing requirements of workforce development
- Strong computer skills, especially data entry and Microsoft Excel
- Bilingual a plus
Source : Educational Data Systems Inc.
