Customer Service Representative

Career Team is seeking a Customer Service Representative to join our team in North Central Texas. This role will be responsible for greeting and triaging customers as they enter the Workforce Center, managing customer flow, and serving as the primary point of contact between individuals and the services offered through Workforce Solutions of North Central Texas. The Customer Service Representative will provide an essential layer of support by assessing initial customer needs, delivering high-quality service, and ensuring warm handoffs to appropriate staff for further assistance. This position reports directly to the Center Manager and plays a vital role in creating a welcoming and efficient experience for all customers and supporting seamless service delivery across the Center.

Your Impact on Career Team’s Success:

Serve as the primary initial liaison between customers and services provided within the Centers

Assist customers with Work In Texas registration, general computer use, and online assessments in the Centers

Triage customers to ensure their needs are met and exceptional customer service is provided to all individuals

Greet visitors warmly and make sure they are comfortable

Deliver dynamic presentations both in-person and virtually

Create workshop schedules and invite partners to present (based on the needs of participants)

Be knowledgeable about all workforce core programs and partner program services to assist in eligibility assessment and referrals to appropriate programs.

Administer and proctor, employer tests, and basic skill assessments such as CASAS or TABE to evaluate literacy and skills levels.

Ensure customers are completing Call customers waiting for a space to meet and book them a room to meet in

Ensure the resource area is tidy and welcoming for customers

Coordinate office activities

Critique resumes or letter of introduction as well provide job search assistance and resources to individuals in the resource room

Re-engage customers by discussing the range of available services and the potential benefits

Provide and train on resources available within the Center that can be utilized by customers and staff alike

Request feedback from customers in order to continually improve the customer experience

Approach each day and task with a “ZAG” mindset

Other duties and projects as needed

The Ideal Qualifications for this Position Include:

Associates degree required or comparable experience

Ability to listen to customers, analyze expressed needs, and use good judgment in suggesting solutions or next steps

Familiarity with office machines (e.g. fax, printer etc.)

Ability to work in a variety of settings with culturally diverse customer base with the ability to be culturally sensitive

Must be computer literate and have MS Applications (Word, Excel, and Outlook) skills at minimum, and the ability to learn specialized databases and software systems

Ability to meet and/or exceed set goals and objectives

Excellent interpersonal, time management, customer service, organizational skills, and communication skills, both oral and written required

Knowledgeable about the WIOA and Choices/SNAP programs and other workforce program requirements

A demonstrated ability to thrive in a fast-paced environment while remaining flexible, proactive, resourceful, and efficient in maintaining a high level of confidentiality

Must adhere to the principles of Extreme Customer Service with all interactions with internal and external customers

Excellent verbal and written communication skills

A Valid Driver’s License

Additional Skills/Knowledge Career Team Would Love for This Role:

Bilingual or Multilingual

Strong multitasking abilities and proactive approach to tasks

Training in Trauma Informed Care, evidence-based practice, and/or whole family services

Employment Type: Full-Time, Exempt Employee

Job Site: Onsite

Salary: $40,000 - $50,000/yr

Travel: 10% travel within the region