Customer Services Representative-TEMP

SUMMARY: Serves as the first point of contact for the customers that call the workforce center centers. Responsible for greeting customers, determining their needs in general terms, and transferring them to the appropriate function/department within the Workforce Career center. Assists in updating and maintaining participants’ records, enters data, and performs other office supportive tasks.

DUTIES AND RESPONSIBILITIES

• Adheres to the mission of SERCO.
• Answers telephone and greets customer.
• Discusses customers’ requirements and explains available programs.
• Makes initial determination as to which Center function/department can best serve customers’ needs and transfers the customer to the appropriate department.
• Shows interest and concern for all customers, treating them with respect and care.
• Uses personal computer to make input into automated reporting system. Assists staff in completing documents accurately and expeditiously.
• Assists other Center staff with various office support functions. Operates fax, copier and telephone system. Type memos, reports, and other materials.
• Maintains detailed participant records in compliance with policies and procedures. Maintains organized and efficient filing system.
• Assists in maintaining inventory of workforce center supplies and materials.
• Responsible for the custody, care, and safekeeping of agency property and exercises control over expendable supplies.
• Performs other related duties as assigned.

DESIRED KNOWLEDGE, SKILLS AND ABILITIES:

• General knowledge of programs administered by TWC, WSBVB, SERCO, and etc.
• Knowledge of and the ability to learn a variety of relevant office equipment.
• Ability to interact with customers in a positive and productive manner.
• Ability to input basic data into personal computer
• Ability to prepare routine reports, file records correctly, and type materials neatly and accurately.
• Ability to effectively read and interpret written procedures.
• Knowledge of or ability to learn locally used data tracking and management information systems such as TWIST.
• Knowledge of general office procedures.
• Excellent communications skills. Bilingual (English/Spanish) required.

EDUCATION AND EXPERIENCE:

• Associate degree preferred
• High school diploma or GED certificate required
• Three years of customer service experience.

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.

Must have 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.

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.

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.