Customer Service Representative

Additional Information

Can begin assignment pending background check (7 year);

This position is remote if candidate is in AZ, we will provide necessary equipment (if candidate is out of state they will required to provide necessary equipment to perform functions which is laptop/computer, two monitors, internet, telephone)

Position Description

This position is responsible for providing a wide range of employment related services to engage, advise, prepare, and match job seekers with Arizona businesses and enable job seekers to: get a job, maintain or strengthen current employment, or build a sustainable career. Services are provided through 1:1 or group interactions and will include client facing, virtual/digital or telephonic means. Case Management: perform case management functions such as: assessing skills, abilities, work history, employment barriers and career interests, retention follow up; developing employment plans; determine eligibility for services; providing information on Labor Market, In-Demand industries, and occupations; and identifying and coordinating with formal and informal resources to remove barriers, develop skills, and achieve certifications; Record Keeping: Use databases to register & refer job seekers; complete and maintain accurate records and reports for performance and reporting requirements in accordance with quality and quantity standards mandated by various laws, rules and federal regulations. Customer Service: provide customer service, program information to job seekers, colleagues, and the business community; maintain positive working relationships with local partners, community organizations and other agency personnel; resolution of customer issues and complaints; and utilization

Skills Required

Customer service, teamwork, collaboration and interpersonal communication, including de-escalation and conflict resolution; Written and verbal communication, including public speaking, presentation, and interviewing; Collecting and using data, problem-solving and decision-making; Researching and interpreting policies and procedures; Adapting to changing circumstances, staff and client’s needs, and work with interruptions; Maintaining strong and appropriate professional boundaries, particularly when interacting with at-risk populations; Proficiency with MS Office, Google, data base systems, and computers; and Technology based platforms that interface directly with applicants and job seekers such as Google Meets, Zoom, and other video conferencing technologies to interview participants, elicit information, assess skills, knowledge, ability, work history and interest while maintaining client confidentiality.

Skills Preferred

Labor Market Information and In-demand Industries and Occupations; Interviewing techniques, assessment tools and strategies and transferable skills; Social, cultural and economic conditions that impact the populations and area(s) served; Special needs of minority groups and disadvantaged persons; Community resources and support services; and Basic research, data gathering and interpretation and problem-solving techniques.

Education Preferred

High School Diploma or equivalent