Job Description

SUMMARY

Due to the nature of this position the work schedule is from 8 am to 5 pm unless prior arrangements are made with the direct supervisor.

Experienced customer service agent. Candidate should possess knowledge of workforce programs administered by the Workforce Solutions for Tarrant County Board, Tarrant County Workforce Center locations, Tarrant County Service Provider locations and hours of operation; ability to convey this information to customers in person and over the telephone. Work involves external customer service support and receiving and responding to public inquiries for information and/or services. Works under moderate supervision with limited latitude for the use of initiative and independent judgment.

The ability to solve problems with a desire to provide excellent customer service experience. The individual should strive to ensure optimal customer support. Ideally, an organized individual who enjoys being part of a team has a passion for innovating new procedures to assist customers and connect them to resources and services.

Essential Duties and Responsibilities

• Provides individualized customer service on a high-standard professional level.
• Maintains comprehensive, up-to-date knowledge of available services.
• Manages the front desk, greeting guest/employees, accepting all incoming mail.
• Managing and recording Board staff attendance.
• Ensuring guests sign in and out and escort to staff offices if necessary.
• Manages substantial amounts of inbound calls in a timely manner.
• Answer inbound calls and assist customers who have inquiries or questions.
• Identifies customers’ needs, clarifies information, research issues and provides correct information and/or alternatives.
• Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures.
• Maintain consistently high standards of interviewing callers and documents obtained information from callers while honoring confidentiality standards as required by organizational guidelines.
• Communicates with the public in person, by telephone, by email or regular correspondence, by fax or over the internet.
• Responsible for entering and updating customer data into the Case Management System.
• May research information to resolve customer service problems.
• May prepare, interpret and disseminate information concerning agency programs and procedures.
• May interpret and explain rules, regulations, policies and procedures.
• Assists in maintaining the front desk, conference rooms, and lobby appearance.
• Performs additional duties as assigned.

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made upon request to enable individuals with disabilities to perform the essential functions.

Education/Experience

Must have a high school diploma or general education degree (GED); some college experience is favorable; some call center experience preferred.

Language Ability

Must have excellent written and verbal skills in English; verbal bilingual English/Spanish is favorable. Must have the ability to communicate with a diverse range of individuals and

How to Apply

Please email resume and cover letter to HR Director at [email protected] Please put the title of the position you are applying for in the subject line of your email. If you prefer to mail your resume, please submit to:

Careers at Workforce Solutions

Attn: HR Director

Workforce Solutions for Tarrant County

1320 S. University Dr. Ste 600

Fort Worth, TX 76107

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