885667 - CUSTOMER SERVICE SPECIALIST - 40047090 1

Customer Service Specialist

This position with Florida Commerce, under the local governance of CareerSource provides administrative support and services directly to customers/job seekers and employers. Provides initial contact services to customers and employers within a CareerSource Center service area. Interview and conduct an initial assessment of customer needs and provide services or referrals as appropriate. Provide instruction and assistance to customers utilizing computer data and programs. Ensuring that customers use computers and equipment for their intended purpose and redirect customers who are using resources inappropriately. Assist customers in completing their profiles, including building or uploading a resume in Employ Florida and adding relevant work history, education, etc. so that they can easily be matched to existing job orders based on their knowledge, training, skills, and abilities. Assist customers in completing or entering information in the CONNECT system for Re-Employment claims and the Access Florida site for benefits which include providing contact information for those who experience difficulties with the system. Screen and refer applicants to available job openings and/or training opportunities, perform job development contacts, provide labor market information, provide employment counseling as appropriate, and refer to testing and/or other supportive services as appropriate. Administer tests and assessments, such as typing tests, skills assessments, Test of Adult Basic Education (TABE) assessment test, and others, as required or requested by employers. Reaches out to new Employ Florida registrants and encourages them to take advantage of all of CareerSource resources. Resolves customer concerns in a professional and tactful manner. Responds to and resolves Customer Complaints Follow the Standard Operating Procedure for Customer Complaint Resolution System. Update and Maintain the State Complaint Log. Performs other duties as needed.

Required Knowledge, Skills, and Abilities:

• Ability to promote and market the career center system.
• Excellent verbal and written communication skills.
• Working knowledge/proficiency using Microsoft applications which include Word, Excel, and Power Point
• Ability to deal with the public in an effective manner and 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 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 make presentations in group or individual settings.
• Ability to work as part of a team.

Qualifications:

• 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: Required to travel locally and must furnish own transportation.
• Pay: $37,044.80 annually

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 Difference You Will Make:

You will assist in helping Floridians obtain wage replacement benefits for qualified individuals who are out of work through no fault of their own. Your knowledge and skills will be utilized to help our citizens.

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:

Miami-Dade County the most southern portion of the mainland of Florida. According to a 2019 census report, the county had a population of 2,716,940, making it the most populous county in Florida and the seventh-most populous county in the United States. It is also Florida's third largest county in terms of land area, with 1,946 square miles (5,040 km2). The county seat is Miami, the principal city in South Florida. Miami-Dade County is one of the three counties in South Florida that make up the Miami metropolitan area, which was home to an estimated 6,198,782 people in 2018. By population, Miami-Dade is the largest majority-minority county in the United States with over 69.4% of the population being of Hispanic and Latino descent. The county is home to 34 incorporated cities and many unincorporated areas. The northern, central and eastern portions of the county are heavily urbanized with many high-rise buildings along the coastline, including South Florida's central business district, Downtown Miami. Southern Miami-Dade County includes the Redland and Homestead areas, which make up the agricultural economy of the region. Agricultural Redland makes up roughly one third of Miami-Dade County's inhabited land area and is sparsely populated a stark contrast to the densely populated, urban northern portion of the county. Miami Dade County includes portions of two national parks. Everglades National Park to the west, which is inhabited by the Miccosukee Indians and to the east, you will find Biscayne National Park and Aquatic Preserve. We are known for some of the state's best-known beaches including Miami Beach and its famous Art Deco hotel district. Haulover Beach regularly hosts kite-making workshops and sells kites, which are perfect to fly in the grassy area overlooking Biscayne Bay. Bal Harbor Beach is a laid-back stretch of sand is fringed with luxury condominiums and five-star hotels, has a jogging path wind around the mile-long beach, shaded by palms. Anglers often fall in love the jetty at north end of beach which tourists and locals alike can be found in the tiny cafes in the nearby Town of Surfside or the elegant bistros in Bal Harbor Shops on any given day of the week. Surfside Beach is one of the few beaches in Miami Dade County that has no commercial properties encroaching on the sand no hotels, no shops, no restaurants blocking the mile long view of the lovely sand beach.

Working for the State of Florida has benefits!

• State Group Insurance coverage options
• 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

We care about the success of our employees. We are always improving our technology, our tools, our customer's experiences, and ourselves. A rewarding experience for reliable, compassionate, and professional employees.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center View phone number on click.appcast.io). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to