Customer Service Representative - EDSI Solutions

Salary $45,000 year

Scope of Position: To 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, 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 other future communication methods as they are developed
• Participate in staff meetings and professional development trainings as assigned
• Provide excellent customer service in person, phone, and email
• Other duties as assigned

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