Customer Service Specialist
Morgan Memorial Goodwill is a dynamic, growing $32 million not-for-profit organization. Our mission is to help individuals barriers to self-sufficiency to achieve independence and dignity through work. Not charity, but a chance.
JOB TITLE: CUSTOMER SERVICE SPECIALIST
The Customer Service Specialist (CSS) provides direct and professional assistance to Boston Career Link customers seeking employment-related services and training. The CSS guides customers through Basic Services, recommend Enhanced Services, and informs customers about Training and other Special Services. The CSS will have a thorough knowledge of One Stop Career Center and partner services, is able to evaluate customer requests, will be familiar with the general eligibility requirements for all funding streams and can refer customers to the proper place or person within the center when required, is familiar with basic resume preparation techniques and is able to conduct web-based employment searches.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provides direct Resource Room customer service and assistance, directing and providing information to customers’ about services and procedures.
- Maintains up-to-date knowledge and familiarity with:
- Massachusetts One-Stop Employment System (MOSES)
- Workforce Innovation Opportunity Act (WIOA) Title I programs
- Massachusetts Division of Career Services and Unemployment Assistance (DETMA)
- Boston Private Industry Council (PIC)
- Economic Development & Industrial Corporation (EDIC) of Boston/Jobs & Community Services (JCS)
- Massachusetts’ One-Stop Career Centers
- Goodwill’s regional programs and services
- Answers phone, appointment scheduling and files customer registrations.
- Orients customers about Boston Career Link services, programs and resources, and issues membership cards.
- Monitors Resource Room area, guaranteeing that customers have access to appropriate information and equipment to conduct career and occupational exploration.
- Provides assistance to individuals with resume preparation, job search, internet browsing and e-mail applications.
- Troubleshoots problems related to equipment use and/or internet browsing.
- Assists staff in processing customer satisfaction surveys.
- Maintains records of Resource Room transactions and prepares routine and ad hoc activity reports to management, as required.
- Provides back up and assistance to other Boston Career Link staff, as appropriate to individual position objectives and requirements.
- Maintains Resource Room for continued daily operation by assuring that copier, fax machine and other equipment is operational and ready for use with needed supplies.
- Operates a variety of office equipment including personal computer, copy machine, and fax machine.
- Exercises excellent customer service skills, professional judgment, discretion, confidentiality and sensitivity in all communications.
- Performs other team-related duties and provides coverage as assigned.
- High School or General Equivalency Diploma, plus 3 years minimum Customer Service experience required; Associate Degree in Office Administration preferred.
- Demonstrated customer service experience dealing with a general public required.
- Excellent time management skills;
- Excellent organizational skills; ability to efficiently prioritize and multi-task.
- Ability to work occasional evening and off-hours for special events coverage (both on-site and off-site) required.
- Must exhibit proven experience in exercising good judgment & appropriate problem solving.
- Must possess active listening & response skills in interacting with customers, visitors and staff.
- Must be culturally sensitive to customers and able to work collaboratively with all staff.
- Bilingual English/Spanish/French desired.
- Requires acceptable results of CORI check according to Goodwill policy and requirements.
The physical demands that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit, stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms.
- The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
The work environment an employee is exposed to while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
Goodwill is an equal opportunity employer.
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