What are the responsibilities and job description for the CareerSource Customer Service Representative I position at Alachua County Board of County Commissioners?
Minimum Qualifications
High School diploma or equivalent and one (1) year of customer service experience; or any equivalent combination of related training and experience.
This position requires a passing score on the following two County's skills assessment tests: Microsoft Excel and Microsoft Word with a minimum score of moderate knowledge. The assessment tests can be taken in person or online/remotely through the CareerSource North Central Florida. The applicant must contact CareerSource North Central Florida at email assessments@careersourcencfl.com; jkautz@careersourcencfl.com; or emlong@careersourcencfl.com to arrange testing.
Passing scores must be received by the Human Resources Office via email at achr@alachuacounty.us no later than five business days after the posting closes. CareerSource North Central Florida is not responsible for submitting test scores to the Alachua County Human Resources Office. If assessment(s) were previous taken, please review testing dates as scores are only valid for a period of 2 years from the date of testing.
Successful completion of all applicable background checks pre-hire and ongoing are required.
Position Summary
This is administrative support work providing customer service to candidates at CareerSource North Central Florida (CSNCFL).
The employee assigned to this classification is responsible for assisting candidates in accessing and utilizing Employ Florida (EF) to complete job search functions; supporting candidates in completing a full Employ Florida (EF) work registration; assisting with creation of virtual recruiter, resume assistance, accessing Labor Market Information (LMI); supporting candidates to create email accounts; and assisting reemployment claimants with their claiming weeks and/or their application.
Work is performed under the direction of a higher-level supervisor and is reviewed through conferences, reports, and observation of results obtained.
Examples of Duties
Exudes a positive customer service focus.
Advocates building organizational culture through aligning decisions with core values including: integrity, honesty, respect, diversity, innovation, accountability and communication.
Monitors and coordinates the delivery of customer service.
Informs candidates of available services in the office.
Supports Welcome Desk activities and tracking of candidate traffic through the Atlas kiosk.
Provides qualifying and appropriate services including resume assistance, labor market information, assessments, interviewing assistance, referral to education, orientation to services, Employ Florida training and support, as well as career counseling.
Documents all referrals, services, and follow-up activities in Employ Florida (EF) in accordance with established Local Operating Procedures.
Engages in information exchange ensuring that job candidates are aware of and know how to access the full menu of reemployment services.
Critiques and reviews job candidate’s resumes as necessary.
Assists candidates in accessing and using Labor Market Information (LMI), copiers, fax machines, internet, job search resources, and other tools.
Informs and refers candidates to appropriate resources including: Workshops, Computer Lab services, Online-Learning in Employ Florida (EF), Veteran Services, etc.
Provides and documents a myriad of other Wagner Peyser candidate services in Employ Florida Marketplace (EFM).
Supports other online partner agencies online web application for Department of Children and Families (DCF), reemployment, and other duties as assigned.
Supports the Business Services Team as requested; attends team meetings and coordinates activities with other staff.
Maintains compliance with all personnel procedures.
Work retail hours and/or hours as assigned.
Performs the duties listed, as well as those assigned, with professionalism and a sense of urgency.
NOTE: These examples are intended only as illustrations of the various kinds of work performed in positions allocated to this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
KNOWLEDGE, SKILLS AND ABILITIES
Considerable knowledge of computer programs such as Employ Florida, Microsoft Office, and other software programs.
Knowledge of local business community.
Knowledge of office practices and the operation of office equipment.
Knowledge of effective telephone etiquette.
Excellent skill in interpersonal communication, public relations, computer data entry,
Excellent skill in time management and work organization.
Skill in communication both oral and written.
Skills in telephone and customer service.
Skill in basic sales techniques.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to perform multiple tasks and prioritize workload.
Ability to work independently with little direct supervision or direction.
Ability to work effectively with others.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderately quiet.
