Customer Relations Specialist, Brockton CareerWorks

Essential Functions:

General Summary of Position

• Act as the initial point of contact for CareerWorks customers. Provide an initial assessment of needs and make decisions regarding subsequent workflow. Ensure customers are able to efficiently access appropriate and available CareerWorks resources.
• Independently oversee front desk operations and provide backup Resource Room coverage as needed. Independently make decisions regarding front desk operations.
• Pre-screen customers and determine proper referral to the appropriate service(s) and/or staff member at CareerWorks or in the community at large.
• Assist customers with their application and enrollment into the Center.
• Create a professional and welcoming environment for all customers of the Center including job seekers, employers, state and local officials.
• Control the flow of customers into workshops, computer labs, and the Resource Room, while also tracking those activities.
• Responsible for classroom instruction, providing key expertise in customer assessment and job search training as needed.

Specific examples of duties include:

• Handle the meeting and greeting of all CareerWorks customers.
• Facilitate the enrollment of customers into CareerWorks through the accurate completion of the appropriate intake applications.
• Responsible for the data entry of all applicants into the automated tracking system in a timely and accurate manner.
• Primary communication point for incoming calls from the public. Independently make decisions about answering questions or forwarding calls to appropriate staff.
• Maintain organizational staff attendance and direct customers to the appropriate alternative staff members when a schedule change has occurred.
• Maintain record keeping in accordance with established procedures.
• Assist with social media and marketing activities.
• Provide clerical support to management when needed.
• Classroom job search instruction and assessment, both independently and as part of a team.
• Assist with the design and creation of marketing materials for such activities as employer recruitments, holidays, and closures.

Other Functions/Responsibilities:

• When applicable, participates in teams to examine processes around customer service.
• As necessary, responds to the needs of external and internal customers arriving CareerWorks including job seekers, employers, and community partners. This may include referral to other CareerWorks staff, providing information about available CareerWorks services and programs, and other questions.
• Other duties as assigned.

Requirements:

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• High School or GED.
• Excellent interpersonal skills.
• Strong organizational and communication skills.
• Ability to work in a fast paced environment and handle multiple tasks simultaneously.
• Proficiency in various computer applications required.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• Postsecondary education.
• Three to five years of experience in a similar customer relations position preferred.

Additional Information:

• Standard full-time work schedule consisting of five, eight-hour days and 40 hours each work week. Work performed in addition to the regular work hours may be necessary, and may require a change in availability at specific times, to accommodate for variations in work demands.
• This is a full time benefited position, located in Brockton, MA.
• The University of Massachusetts Donahue Institute’s plan to fill and retain this position is dependent on funding.
• This position is 100% grant funded.
• The University of Massachusetts System Office (UMSO), conducts background checks. Failure to provide authorization shall preclude your application from receiving further consideration.
• Multiple hours sitting and using office equipment and computers. This role requires strong attention to detail, high levels of accuracy and organization, and the necessity to meet deadlines. Some lifting of supplies and materials. The environment is a busy, open office area resulting in multiple interruptions and requests for assistance.