Customer Service Representative

Job Description

Job Description

Career Team is a leading workforce development organization on a mission to transform lives. We blend cutting-edge technology with compassionate, high-touch services to drive real, measurable outcomes in the lives of job seekers across the country. At Career Team, we're solving today's unemployment challenges with smart software, world-class trainers, dedicated case managers, dynamic job developers, and innovative partners. If you're passionate about making a difference and believe in the power of technology to transform lives, you'll feel right at home here.

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

About Career Team:
Founded in 1996, Career Team, LLC is a private workforce development organization.

Career Team's outstanding record of accelerating the human condition has resulted in numerous honors:

• Named by Inc. Magazine as one of America's 500 fastest growing privately held companies
• Recipient of the US Chamber of Commerce Blue Chip Enterprise Award for innovation
• Featured by 60 Minutes, CNN, Money Magazine, Inc. Magazine and the British Broadcasting Network as an innovative, government funded solutions program
• Invited to the White House after being cited by the National Welfare-to-Work Partnership and National Alliance of Business as a top 10 US training provider

As a socially conscious organization, Career Team has found a healthy balance between for-profit innovation and community enrichment. Looking ahead, the organization will continue to close the nation's opportunity divide with additional government-funded workforce sites; while also building staff capacity of workforce funding sources and industry providers. See for more information.

Career Team is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Background Check Requirements. Employment is contingent upon successful completion of a background check (including criminal, prior employment and education verification). Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current employees who apply for the position.

California Consumer Privacy Act ("CCPA"). Career Team is committed to complying with the CCPA and all data privacy and laws in the jurisdictions in which it recruits and hires employees. Career Team collects and uses Personal Information for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance. Below are the categories of Personal Information we collect and the purposes for which we intend to use this information:

Identifying information , such as your full name, gender, date of birth, and signature; Demographic data , such as race, ethnic origin, marital status, disability, and veteran or military status; Contact information , such as your home address, telephone numbers, email addresses, and emergency contact information; Dependent's or other individual's information , such as their full name, address, date of birth, and Social Security numbers (SSN); National identifiers , such as SSN, passport and visa information, and immigration status and documentation; Educational and professional background , such as your work history, academic and professional qualifications, educational records, references, and interview notes; Employment details , such as your job title, position, hire dates, compensation, performance and disciplinary records, and vacation and sick leave records; Financial information , such as banking details, tax information, payroll information, and withholdings; Health and Safety information , such as health conditions (if relevant to your employment), job restrictions, workplace illness and injury information, and health insurance policy information; Information Systems (IS) information , such as your search history, browsing history, login information, and IP addresses on the Company's information systems and networks; Biometric information , such as facial recognition, fingerprints, iris or retina scans, keystroke, or other physical patterns; and Geolocation data , such as time and physical location related to use of an internet website, application, device, or physical access to a Company office location.

The Company collects Personal Information to use or disclose as appropriate to:

(1) Comply with all applicable laws and regulations; (2) Recruit and evaluate job applicants and candidates for employment; (3) Conduct background checks; (4) Manage your employment relationship with us, including for: (a) onboarding processes; (b) timekeeping, payroll, and expense report administration; (c) employee benefits administration; (d) employee training and development requirements; (d) the creation, maintenance, and security of your online employee accounts; (e) reaching your emergency contacts when needed, such as when you are not reachable or are injured or ill; (f) workers' compensation claims management; (g) employee job performance, including goals and performance reviews, promotions, discipline, and termination; and (h) other human resources purposes; (5) Manage and monitor employee access to company facilities, equipment, and systems; (6) Conduct internal audits and workplace investigations; (7) Investigate and enforce compliance with and potential breaches of Company policies and procedures; (8) Engage in corporate transactions requiring review of employee records, such as for evaluating potential mergers and acquisitions of the Company; (9) Maintain commercial insurance policies and coverages, including for workers' compensation and other liability insurance; (10) Perform workforce analytics, data analytics, and benchmarking; (11) Administer and maintain the Company's operations, including for safety purposes; (12) For client marketing purposes; (13) Exercise or defend the legal rights of the Company and its employees, and affiliates, customers, contractors, and agents; and (14) to comply with requirements of government grants, including, but not limited to, program and audit requirements.