Customer Contact Center Specialist

Job Description

Job Description

Position Summary

The Contact Center Outreach Specialist is responsible for conducting high-volume outbound calls to customers throughout the 13-county Gulf Coast region to support Workforce Solutions programs and services. This position serves as a critical link between Workforce Solutions and the community by engaging job seekers, employers, and program participants through proactive outreach, appointment reminders, follow-up activities, program enrollment efforts, and customer engagement campaigns.

This role requires strong communication skills, professionalism, empathy, and the ability to build rapport while effectively documenting customer interactions. The Contact Center Outreach Specialist works in a fast-paced, metrics-driven environment and is expected to maintain productivity standards while delivering exceptional customer service.

Essential Duties and Responsibilities

Customer Outreach and Engagement

• Conduct high-volume outbound calls to customers, job seekers, employers, and program participants.
• Contact customers regarding appointments, workshops, hiring events, training opportunities, and workforce programs.
• Perform follow-up outreach related to Workforce Solutions services and customer participation.
• Conduct customer engagement campaigns to increase awareness and utilization of workforce services.
• Provide information regarding available workforce programs, resources, and services.
• Assist customers in navigating Workforce Solutions services and available resources.
• Maintain professionalism, courtesy, and empathy during all customer interactions.

Appointment Scheduling and Program Support

• Schedule customer appointments using the WAVE system and other designated platforms.
• Confirm appointments and communicate program requirements and next steps.
• Assist customers with accessing workforce services and available resources.
• Provide support regarding WorkInTexas.com registration and navigation.
• Explain program eligibility requirements and direct customers to appropriate staff or departments.
• Route specialized inquiries to appropriate workforce center personnel.

Documentation and Data Management

• Accurately document customer interactions in WAVE, CRM systems, and other designated databases.
• Maintain complete and timely records of outreach efforts and customer responses.
• Update customer information and contact records as needed.
• Track outreach outcomes and customer engagement metrics.
• Ensure compliance with documentation standards and reporting requirements.

Customer Service and Communication

• Respond to customer questions and concerns professionally and accurately.
• Deliver exceptional customer service while maintaining productivity expectations.
• Build positive relationships with customers and community stakeholders.
• Handle sensitive customer information with confidentiality and professionalism.
• Utilize active listening and problem-solving skills to address customer needs.

Performance and Quality Standards

• Meet established outreach, productivity, quality assurance, and performance metrics.
• Maintain availability and productivity throughout scheduled work hours.
• Participate in coaching, training, and continuous improvement activities.
• Adhere to all Workforce Solutions policies, procedures, and customer service standards.

Minimum Qualifications

Education

• High School Diploma or GED required.

Experience

• Minimum of one (1) year of customer service experience required.
• Experience in a call center, contact center, customer support, sales support, outreach, or high-volume customer service environment preferred.
• Experience utilizing computer systems for data entry and customer tracking preferred.

Preferred Qualifications

• Workforce development experience preferred.
• Bilingual or multilingual abilities preferred.
• Experience with CRM, customer tracking, or case management systems preferred.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to demonstrate professionalism, empathy, and patience.
• Ability to effectively communicate with diverse populations.
• Ability to maintain a positive attitude in a fast-paced environment.
• Strong organizational and time-management skills.
• Ability to multitask while speaking with customers and entering data.
• Ability to meet productivity and performance expectations.
• Proficiency in Microsoft Office applications and web-based systems.
• Ability to learn workforce development programs and services.

Physical Requirements

• Ability to sit for extended periods while performing telephone and computer-based work.
• Ability to communicate effectively by telephone and video conferencing platforms.
• Ability to use standard office equipment including computers, headsets, and telephones.
• Occasionally required to lift or move items weighing up to 25 pounds.

Work Environment

• Fast-paced contact center environment.
• Continuous telephone and computer-based interaction throughout the workday.
• Performance-driven environment with established productivity and quality standards.
• Frequent interaction with customers, staff, and community stakeholders.

Salary

$25.00 per hour

Positions Available

Six (6) Temporary Positions

Disclaimer

This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned to meet the ongoing needs of the organization. Duties, responsibilities, and activities may change at any time with or without notice.