Temporary Customer Service Represenative

Temporary Customer Service Representative

At Arizona Center for Youth Resources (ACYR), we build pathways to success through education, skill development, and employment opportunities that empower youth and adults to achieve self-sufficiency. Our team plays a vital role in fostering a culture of positivity, growth mindset, and hospitality. Through high energy educational activities and supportive services, we create a welcoming environment where youth and adults feel encouraged, respected, and motivated to achieve their goals. Every team member is responsible for building meaningful relationships and trust with students. These connections help ensure youth and adults remain engaged in their planned services to continue progressing toward their goals. In addition, our team serves as an important bridge to the broader community by actively demonstrating and promoting the mission of ACYR through collaboration, outreach, and service.

The Temporary Customer Service Representative plays a critical role in supporting students who may experience social or emotional challenges that interfere with their ability to succeed within an educational environment. This position focuses on providing responsive, student-centered support while helping to reduce barriers to engagement and academic progress.

The Temporary Customer Service Representative will assess student needs and provide assistance with initiating and completing phone outreach to both new and existing students. This includes guiding students through communication processes, helping them feel comfortable engaging with institutional resources, and ensuring they are connected to appropriate support systems.

Given the highly responsive nature of the role, the Temporary Customer Service Representative must effectively engage with students and their families in a timely, empathetic, and solution-oriented manner. A key responsibility includes conducting an initial assessment interview to identify each student's service preferences, immediate concerns, and potential challenges. This process helps tailor support strategies that align with the student's individual needs.

In addition, the Temporary Customer Service Representative will collaborate closely with the Project Implementation Specialist and the Adult Education Manager. Ongoing consultation is essential to ensure alignment with program goals, consistency in service delivery, and the effective implementation of support strategies. This partnership contributes directly to the overall success of the role and the outcomes for the students being served.

Overall, the position requires strong communication skills, adaptability, and the ability to quickly build rapport, while maintaining a structured and supportive approach to student interactions.

Key Result Areas

Role Responsibilities - Incumbent is successful when they:

Response Time - Maintain prompt communication with students and families by meeting established response time standards for phone calls, emails, and follow-ups, ensuring timely support and engagement.

Efficiently manage assigned outreach and support tasks, including documenting interactions, completing call activities, and coordinating follow-ups, while meeting expected volume and completion targets.

Resolution Time - Resolve student inquiries and support needs within established timeframes, ensuring minimal delays and reducing barriers to student engagement and success.

Maintain consistent follow-up with students and families until concerns are fully addressed, ensuring cases are not left unresolved and are closed in a timely and accurate manner.

Prioritize and manage multiple student cases effectively, using available resources and collaboration (including consultation with the Project Implementation Specialist) to accelerate resolution without compromising service quality.

Customer Satisfaction - Develop strong, trusting relationships with students and families.

Deliver courteous, empathetic, and respectful communication in every interaction, ensuring students and families feel heard, supported, and valued.

Promote equitable and inclusive practice.

Consistently meet or exceed established satisfaction benchmarks (e.g., survey feedback or follow-up responses) by effectively addressing concerns and providing clear, helpful guidance.

Foster positive relationships through active listening, transparency, and reliable follow-through, helping to build trust and confidence in the support services provided.

Minimum Qualifications

• Utilizes positive youth development practices in all levels of work
• Must be able to form connections with youth and families and have a compassionate understanding of the obstacles that opportunity youth may require
• Must be willing to advocate for youth and families' needs and support

Preferred Qualifications

• Bachelors in related field or a minimum of 1 year experience in related field
• Experience working with opportunity youth
• Youth development, education, and workforce development are highly desirable
• Trained in trauma informed care, motivational interviewing, and crisis intervention
• Knowledge of community resources and support
• Bilingual fluent in Spanish and English
• Bicultural

Required Competencies

• Strategic
• Models' Success Behavior
• Builds /Maintains Great Customer Services
• Enables Co-workers/Students to grow
• Positive Influence to others
• Coordinates ideas/resources
• Great time management
• Facilitation and presentation skills
• Effectively Communicates Ideas to Resolves Complex Conflicts
• Communication that is respectful and thoughtful of audience
• Achieves Results
• Adaptable
• Earns others Trust and Respect
• Tactful in Social Situations
• Takes Personal Responsibility and Accountability

Background Check Employment with Arizona Center for Youth Resources (ACYR) may be contingent upon the successful completion of a background check. The background screening may include verification of references, employment history, education, and a criminal background check. Misdemeanor and/or felony convictions may disqualify a candidate depending on the nature of the offense, the number and severity of convictions, and the length of time since the offense occurred.

ACYR is an at-will employer and any offer of employment with ACYR is contingent upon a successful completion of background check.

Certification/Licenses/Other Requirements Must possess a valid Arizona Level II IVP Fingerprint Clearance Card issued by the Arizona Department of Public Safety. Must have a valid Arizona Driver License. Must have access to an insured personal vehicle and be able to use it for agency-related business as required by Arizona Center for Youth Resources (ACYR).

Work Environment At Arizona Center for Youth Resources (ACYR), we foster a supportive and collaborative work environment that promotes open communication, helping, healing, and continuous learning among team members and students we serve. We encourage innovation and creativity by embracing critical thinking and problem solving. The ACYR team works together to effectively deliver and advance the mission while supporting the growth and success of staff and students.

Physical Demands The role may require sitting or standing for extended periods of time. The position involves energetic engagement and interaction between Arizona Center for Youth Resources (ACYR) team members and students. This position requires the ability to effectively communicate by expressing or exchanging ideas through spoken words to provide information to clients, students, or the public, and to convey detailed instructions clearly, accurately, and sometimes loudly or quickly when necessary. The role also requires the ability to actively participate and interact with students during activities and programming.

This Job Description is not intended to include every duty or responsibility associated with the position. The employee may be required to perform other job-related duties as assigned. The Temporary Customer Service Represenative performance will be evaluated, in part, based on the successful completion of the responsibilities outlined in this description.

This document does not constitute a contract of employment. Employment with Arizona Center for Youth Resources (ACYR) is considered at will, meaning that either the employee or ACYR may terminate the employment relationship at any time, with or without cause or notice.

ACYR reserves the right to modify or update this job description at any time as organizational needs evolve.