Customer Service Associate

Customer Service Specialist - 40044122

This is a responsible professional position involved in assisting clients to access services provided within a CareerSource Center. Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints. Interview and assess customer needs and provide service or referral as appropriate. Evaluate education, training and experience and register applicants. Incumbent required to travel locally and must provide own transportation. Provide instructions and assistance to customers utilizing the Information System and other computer data programs. Answer telephones, direct calls, and take messages. Refer customers to job openings, training opportunities and other employment related services; determine potential eligibility for and/or participation in special programs. Record information in writing or by computer. Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer. Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail

Knowledge of the principles and techniques of effective communication and the ability to communicate clearly and effectively in individual and group settings, both verbally and in writing. Knowledge of the methods of data collection. Knowledge of the principles and techniques of effective customer service and the ability to provide excellent customer service. Ability to establish and maintain effective working relationships with others. Ability to understand and apply applicable rules, regulations, policies and procedures. Ability to conduct effective interviews. Ability to deal with the public in a tactful, courteous and effective manner. Ability to record, collect, evaluate and analyze data. Ability to work independently by planning, organizing and coordinating work assignments. Ability to listen effectively. Ability to read and understand reports, documents and other written materials. Ability to utilize problem-solving techniques. Ability to work relatively independently at times and with supervision as needed. Ability to make presentations in group or individual settings. Ability to work effectively as part of an interorganizational team.

As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state, and national law enforcement records. Minimum: Successful completion of the Florida Certified Workforce Professional Tier 1 training. Required to travel locally and must provide own transportation. Preferred: A bachelor's degree from an accredited college or university and two years of professional employment security, counseling, or Career coaching. Professional or non-professional experience in areas related to employment security; interviewing, counseling, job placement, aptitude testing, and assessments can substitute on a year-for-year basis for the required college education. Bi-lingual - Read, write, and speak English and Spanish.

Pay: $33,760.00 Annually - Firm

Our Organization and Mission: FloridaCommerce works across the state to support Florida's economy, robust and talented workforce, and our local communities. We are dedicated to making a stronger and more resilient Florida, so our businesses, communities, and workforce are better prepared to withstand future economic slowdowns and natural disasters. In collaboration with our partners, we salute our nation's veterans and are honored to have the opportunity to support them and their family members by encouraging them to apply at FloridaCommerce for positions that fit their skill sets. FloridaCommerce is an Equal Opportunity Employer/Program. Auxiliary aids and services are available upon request to individuals with disabilities. (TTY/TDD View phone number on click.appcast.io or the Florida Relay Service 711.)

The Work You Will Do: The Customer Service Specialist (CSS) II is a professional position that provides quality customer service, safeguarding confidential information and using the customer tracker and the Employ Florida system. This includes scanning customers ID at the front desk, assign customers to the correct program. This position directly handles escalated customer inquiries and concerns, access accounts in Employ Florida for verification. Confirm and gather information. Provide a higher level of customer support on a specific program, focus on placement services. You will also be responsible for prioritizing work demands with a focus on customer satisfaction and ensure quality referrals based on employer defined skills sets and requirements.

The Difference You Will Make: You will impact Florida Citizens by assisting job seekers to obtain and retain employment. Assist local employers in attracting and retaining qualified candidates based on their needed skill sets.

How You Will Grow: FloridaCommerce encourages its employees to constantly innovate and seek efficiencies. Trainings are made available throughout the year and on request with the Office of Training and Development within the Bureau of Human Resource Management. In accordance with our Vision and Mission, the employee: Furthers Florida's economic vision by providing support that enhances the economy and develops, safe, and healthy communities. Meets customer/client expectations with an emphasis on responsiveness, quality, quantity, and timeliness of work. Provides information clearly, accurately, and succinctly; and exhibits good listening skills. Works collaboratively to optimize the effectiveness of FloridaCommerce's available resources and tools. Uses knowledge acquired through education, training, or experience to complete tasks. These expectations are for all our employees, and you will be expected to model these as a leader.

We believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience.

Where You Will Work: Lakeland is a small-town city with big-city vibes located between Orlando and Tampa, Florida. Lakeland is the largest municipality within Polk County, and it is home to Polk State College. Lakeland also has the largest collection of buildings by Frank Lloyd Wright. There are a total of 38 names of lakes within the Lakeland city limits as well as numerous smaller lakes. Sizes among the 38 named lakes range from 15 acres to 2,185. There is a multitude of freshwater opportunities for both residents and visitors. The city is constantly growing and developing new businesses. So regardless of what brought you here, being here will guarantee you an experience vibrant with entertainment, culture, and delight.

Lakeland is: Known for its lakes, dining, theaters, arts, museums, natural resources, and Circle B Bar Reserve. Home to Polk State College's first permanent campus in 1988 located on a former orange grove along U.S. South between Lakeland and Bartow. Lakeland is the future home to Barnett Family Park offering a playground with a splash pad, labyrinth, and covered picnic area. Lakeland is home to Publix Corporate Office, 880 stores in Florida, and 1396 throughout the United States. Within a state having no state income tax for residents of Florida

Working for the State of Florida has benefits! * State Group Insurance coverage options+ (health, life, dental, vision, and other supplemental option) * Retirement plan options, including employer contributions ( * Nine paid holidays and a Personal Holiday each year * Annual and Sick Leave Benefits * Student Loan Forgiveness Program (Eligibility required) * Flexible Spending Accounts * Tuition Fee Waivers (Accepted by major Florida colleges/universities) * Ongoing comprehensive training provided * Career Growth * Highly skilled, professional environment For a more complete list of benefits, visit