Customer Service Representative

The Customer Service Representative (CSR) is essential in assisting job seekers by fostering strong connections, offering personalized support, and linking them to employment services. This position demands strong communication skills, a problem-solving mindset, and a solid understanding of the local job market. The CSR helps individuals access resources and guidance needed to successfully move into new career opportunities.

Duties And Responsibilities

Adheres to the mission of SERCO.

• Demonstrates interest and concern for all customers, treating them with respect and care.
• Communicates with customers by telephone, virtually, or in person to assess goals, provide information, and assist job seekers transitioning to new employment.
• Reviews and identifies job opportunities for customers and provides referrals to qualified candidates.
• Assists customers in navigating computer-based information sources such as WorkInTexas.com and My Texas Careers.
• Assists customers with the preparation of résumés and job applications.
• Advises job seekers on the local job market, résumé development, application completion, interview techniques, and professional dress.
• Identifies job opportunities and refers qualified candidates to employers or community partners.
• Guides customers on educational opportunities, training programs, and other available resources.
• Explains to customers the variety of software programs available for their use.
• Monitors computers and printers to ensure they are in good working order; performs limited troubleshooting and submits maintenance requests when necessary.
• Operates and monitors the use of fax machines, copiers, and phone banks.
• Obtains and maintains current occupational and labor market information.
• Provides career and job information through computer systems and printed materials.
• Maintains up-to-date information on self-assessments, career planning, occupations, employment opportunities, job market conditions, and other relevant trends.
• Keeps accurate daily usage records for the Resource Room and performs data entry for various reports.
• Assists in maintaining inventory of Resource Room materials; responsible for the custody, care, and safekeeping of agency property, and manages expendable supplies.
• Delivers orientations for job seekers.
• Conducts outreach phone calls to job seekers listed on UI and Dislocated Worker (DW) reports.
• Assists with curbside and virtual lab services.
• Manages VOS and WorkInTexas systems.
• Meets or exceeds daily, monthly, and year-to-date performance goals, including job referrals, referrals to programs, and successful employment outcomes.
• Performs other related duties as assigned.

Education And Experience

• High school diploma or GED required.
• Bilingual (English/Spanish) strongly preferred.
• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to build rapport, empathy, and trust with a diverse clientele.
• Ability to multitask, prioritize responsibilities, and maintain detailed customer records.
• Proficient in or able to learn various computer software programs, office equipment, and Internet-based tools.
• Able to interact with customers in a positive, respectful, and productive manner.
• Strong organizational and time management skills.
• Experience delivering presentations.

Special Requirements

• Must possess and provide a valid Texas Driver's License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within service area.
• PHYSICAL DEMANDS: While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
• WORK ENVIRONMENT: Fast paced, demanding physically and mentally, will be in constant communications.

Physical Demands And Work Environment

The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.